Company Description
Sutherland is seeking an attentive and goal-oriented person to join us as a Real Time Analyst. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Job Description
Responsibilities:
- Support monitoring of service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
- Ensures real-time call outs on performance and staffing level are made to floor supervisors for appropriate action on non-adhering Consultants
- Helps follow up and ensures call-outs on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery
- Coordinates offline activities
- Partners with Ops MOD and keeps them informed through call-outs on consultant level deviations and KPIs
- Ensures EOD performance analysis reports are prepared accurately and submitted
Qualifications
Our most successful candidates will have:
- Good knowledge of MS-Excel
- Good understanding of call center KPIs: AHT, Service Level
- Good verbal and written communication skills
- Knowledge of Call Center application such as CMS Avaya Supervisor/ eWFM /IEX is good to have, but not required
- Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary
- Must have at least 12 months tenure with current position
- No active DA
- Must have Exceeds Most or Clearly Exceeds FY21 PDP rating
Additional Information
All your information will be kept confidential according to EEO guidelines.
Top Skills
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
