Lead-Workforce Analytics
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job 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!
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 :
Qualifications External
Our most successful candidates will have:
- At least two years of work experience as a Real Time Analyst
- 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
- People management skills and experience
Qualifications Internal
- No DA for the last 6 months
- No Lates or Absences for the last 6 months
- A graduate of any of the following related courses: Mathematics Engineering Information Technology or Business Management
- Knows basic Excel is a plus
- Team players and Flexible to work in any shift.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
