About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description
We are seeking an experienced Team Lead – Real Time Analyst (RTA) to oversee real-time workforce operations in a fast-paced contact center environment. This role requires strong leadership capabilities and hands-on expertise in managing real-time performance across inbound and outbound voice channels.
The successful candidate will manage a team of RTAs, ensuring optimal staffing, adherence, and service level performance while supporting a 24/7 operational setup aligned with business and client expectations. (Aligned with your ongoing RTA expansion and coverage expectations)
Key Responsibilities
Real-Time Operations Management
- Monitor and manage real-time queues, call volumes, and staffing levels
- Drive SLA performance by making proactive intraday interventions
- Analyze performance vs forecast and initiate corrective actions
- Manage queue skilling, shrinkage adjustments, and call distribution strategy
Team Leadership & Management
- Lead, coach, and mentor a team of RTAs
- Conduct regular performance reviews, feedback, and development planning
- Ensure adherence to WFM processes, discipline, and quality standards
- Drive accountability and ownership across the team
Workforce Coordination
- Collaborate with Scheduling, Forecasting, and Operations teams
- Lead intraday planning discussions and staffing adjustments
- Act as the primary point of contact for real-time escalations
Stakeholder Management
- Communicate performance updates, risks, and mitigation plans
- Provide insights to leadership on operational efficiency improvements
- Support client-facing discussions during performance challenges
Reporting & Insights
- Publish real-time dashboards and performance reports
- Analyze trends in volumes, shrinkage, and adherence
- Identify opportunities for process improvements and automation
Qualifications
Experience
- 8–10 years of overall experience in Contact Center / Workforce Management
- Minimum 2 years of experience managing teams (RTA/WFM/Command Center)
- Proven experience handling real-time operations in voice environments
Skills Required
Technical Skills
- Hands-on experience with:
- Genesys (preferred)
- IEX / NICE WFM
- GWFM or equivalent WFM tools
- Strong understanding of:
- Real-Time Adherence (RTA)
- Queue and intraday management
- Workforce planning concepts
Functional Skills
- Strong analytical and problem-solving ability
- Advanced Excel and reporting skills
- Ability to work in a high-pressure, real-time environment
- Sound understanding of WFM KPIs (SLA, AHT, Shrinkage, Occupancy)
Behavioral Skills
- Strong people leadership and coaching capability
- Excellent communication and stakeholder management
- High ownership and execution mindset
Work Environment & Requirements
- Work from Office (Mandatory) (aligned with hiring expectation)
- Willingness to work in rotational shifts / 24x7 environment
- Experience supporting voice (inbound & outbound) programs
Preferred Qualifications (Good to Have)
- Exposure to multi-channel operations (chat/email)
- Experience in client-facing WFM role
- Knowledge of automation tools and reporting enhancements
Additional Information
- Work from Office (Mandatory) (aligned with hiring expectation)
- Willingness to work in rotational shifts / 24x7 environment
- Candidates should demonstrate reliability, attendance commitment, and readiness for onsite work culture, as these are critical success factors for the role
Skills Required
- 8-10 years experience in Contact Center / Workforce Management
- Minimum 2 years managing teams (RTA/WFM/Command Center)
- Proven experience handling real-time operations in voice environments
- Hands-on experience with IEX or NICE WFM
- Hands-on experience with GWFM or equivalent WFM tools
- Hands-on experience with Genesys
- Advanced Excel and reporting skills
- Strong understanding of Real-Time Adherence (RTA), queue and intraday management, workforce planning concepts
- Strong people leadership, coaching, communication and stakeholder management skills
- Ability to work in high-pressure, real-time 24x7 environment and rotational shifts
- Work from Office (mandatory) and reliable onsite attendance commitment
- Experience supporting inbound and outbound voice programs
- Exposure to multi-channel operations (chat/email)
- Experience in client-facing WFM role and knowledge of automation/reporting enhancements
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
