Real Time Analyst
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Job Location:
San Fernando - Philippines
Monthly Salary:
Not Disclosed
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
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:
- At least two years of work experience as a Real Time Analyst
- Excellent 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
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Bidding
- Apps
- Benefits
- Corporate Recruitment
- Android Development
About Company
Sutherland is seeking an organized and reliable person to join us as Admin Specialist. We are a group of driven and supportive 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 ... View more
