Lead-Real Time Analyst
Lead-Real Time Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Sutherland is seeking an attentive and goaloriented person to join us as a Lead RTA. We are a group of driven and hardworking 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! Leads in this role get to: Be the expert: Monitor queues in realtime 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 nonadherence at Consultant level Extend support: Make realtime call outs on performance and staffing level to floor supervisors for appropriate action on nonadhering Consultants . Coordinate offline activities. Prepare EOD performance analysis reports Strengthen relationships: Follow up and ensures callouts on nonadherence are corrected to make improvements in productivity p
Qualifications :
Our most successful candidates will have: At least one year of work experience in a Call Center Basic knowledge of MSExcel Basic 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 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 Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues Ability to be proactive in developing trust and professional rapport with employees and team members; work as a teamplayer and a team leader Ability to efficiently manage time and keep track of multiple schedules meetings and initiatives
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
