Real Time Analyst

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 2+ yearsEducation: high_schoolSkills: ["Communication","Reporting","Ms excel","Verbal communication","Written communication"]

Lead real-time analysis of contact center operations to ensure KPIs are met, monitor queues and service levels, provide real-time staffing guidance to floor supervisors, coordinate offline activities, and deliver end-of-day performance reports while strengthening collaboration with operations to optimize productivity and utilization.

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FursaFursa
Sutherland
Sutherland
3 months ago

Real Time Analyst

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 11 months ago

Job Summary

Lead real-time analysis of contact center operations to ensure KPIs are met, monitor queues and service levels, provide real-time staffing guidance to floor supervisors, coordinate offline activities, and deliver end-of-day performance reports while strengthening collaboration with operations to optimize productivity and utilization.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Entry level

Key Responsibilities

  • •Monitor real-time queues to identify risks to meeting contractual KPIs
  • •Monitor service level performance at interval level against planned AHT, Aux & Shrinkage
  • •Make real-time call outs on performance and staffing level to floor supervisors
  • •Coordinate offline activities
  • •Prepare end-of-day performance analysis reports

Key Requirements

  • •2+ years RTA experience on paper in a voice-based account
  • •At least 1 year work experience in a Call Center
  • •Strong MS-Excel and reporting knowledge
  • •Good verbal and written communication skills
  • •Proficiency in WFM tools
Experience:2+ yearsTelecommunications
Education:High School
Skills:CommunicationReportingMs excelVerbal communicationWritten communication
Languages:English
Tech Stack:MS ExcelCMS Avaya SupervisorEWFMIEX

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
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Glassdoor: 3.5
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