Company Description 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 ic…
Skills: Real Time Analysis, Queue Monitoring, WFM Tools, MS Excel, Reporting
Company Description 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 ic…
Angeles, Central Luzon, Philippines · Remote Solely
Mid level
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Company Description 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 ic…
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Full-time
high school
Posted 63d ago
~40 hrs/week
Responsibilities
Monitor real-time queues and service level performance to ensure contractual KPIs and line adherence are met. Coordinate with floor supervisors to address non-adherence and prepare end-of-day performance analysis reports.
Requirements
Requires at least 2 years of RTA experience in a voice-based account and one year of general call center experience. Must be proficient in MS Excel and WFM tools, with a high school diploma and flexibility for 24/7 shifts.
Full job description
Company Description
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
Lead RTA in this role get to:
Be the expert:
Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR .
Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
Extend support:
Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering consultants .
Coordinate offline activities.
Prepare EOD performance analysis reports
Strengthen relationships:
Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery.
Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIs
Qualifications
Our most successful candidates will have:
At least of 2 year RTA experience on paper in a voice-based account is a must.
At least one year work experience in a Call Center.
Strong in MS-Excel and reporting knowledge.
Good verbal and written communication skills.
Proficiency in WFM tools
Basic understanding of call center KPIs: AHT, Service Level.
Knowledge of Call Center application such as CMS Avaya Supervisor/ eWFM /IEX is good to have, but not required
High School Diploma/GED (±11 years).
Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary
Additional Information
All your information will be kept confidential according to EEO guidelines.
Related keywords
Real Time AnalystWFMService LevelAbandonment RateLine AdherenceAHTShrinkageCMS Avaya SupervisoreWFMIEXKPIsCall CenterQueue ManagementStaffingDigital Transformation
We are a leading global business and digital transformation partner. We work with iconic brands worldwide.
Industry
IT Services and IT Consulting
Company size
10,001+ employees
Founded
1986
Headquarters
Pittsford (Rochester), NY
LinkedIn followers
1,300,528
Total funding
$330M
We are an AI-led digital transformation company delivering measurable business outcomes. We design, run, and automate the operations we transform — so our AI reaches production and keeps improving.
Offices: 1160 Pittsford-Victor Road, Pittsford (Rochester), NY 14534, US · Total Corporate Center, Triangle Drive cor. 10th Avenue, Bonifacio Triangle, Bonifacio Global City, Taguig, PH · Anillo Periférico, #301. Col. San Jemo, Monterrey, N.L, 64630, MX · Gateway office Parks,, A6, 6th Floor, A1, GF, 5th,6th & 7th , B2 block, # 16, GST Road, Perungalathur,, Chennai, TN 600063, IN · 500 Ouellette Avenue, Windsor, Ontario N9A1B3, CA
IT ServicesTechnologyHealthcareBanking and Financial ServicesInsuranceTravel & EntertainmentTelecomsoftware as a serviceGoogle CloudProcess Consulting
How many Management & Leadership jobs are open in Angeles, Philippines right now?
There are currently 44 open management & leadership positions in Angeles, Philippines listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Management & Leadership roles in Angeles, Philippines?
Companies currently hiring include TaskUs, Sutherland, Delivery Hero, Cohu, Inc., Linkage Web Development, among others. Browse the listings above to see every active employer.
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