Assoc Mgr-Real Time Analyst

Description - Internal Sutherland is seeking an attentive and goal-oriented 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 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 Support the Team : Demonstrate leadership skills; be able to take the lead in making improvements and resolving issues Qualifications - Internal Our most successful candidates will have: - At least one year of work experience in a Call Center - Basic knowledge of MS-Excel - 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 

Qualifications :

Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team player and a team leader - Ability to efficiently manage time and keep track of multiple schedules meetings and initiatives 

Remote Work :

No

Employment Type :

Full-time