Opportunity at
SutherlandReal Time Analyst
This Philippines role at Sutherland focuses on lead real-time analysis for a voice-based account. The analyst watches queues for risks to service level and abandonment, correlates…
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About This Role
This Philippines role at Sutherland focuses on lead real-time analysis for a voice-based account. The analyst watches queues for risks to service level and abandonment, correlates interval performance with consultant adherence, makes real-time call-outs, and keeps operations managers informed of deviations.
Job Description
This Philippines role at Sutherland focuses on lead real-time analysis for a voice-based account. The analyst watches queues for risks to service level and abandonment, correlates interval performance with consultant adherence, makes real-time call-outs, and keeps operations managers informed of deviations.
Responsibilities
- Monitor queues in real time to flag risks to contractual KPIs
- Correlate service level performance with consultant non-adherence
- Make real-time call-outs to floor supervisors
- Prepare EOD performance reports and coordinate offline activities
Requirements
- At least 2 years of real time analyst experience in a voice-based account
- At least one year of call center experience
- Strong MS Excel and reporting skills
Qualifications
- Proficiency with WFM tools
- Knowledge of CMS, Avaya Supervisor, eWFM or IEX is a plus
- Flexibility to work 24/7 shifts, weekends and holidays
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is the job on-site?
Yes. The posting lists the role as on-site in the Philippines.
What experience is needed?
At least two years of real time analyst experience in a voice-based account is required.
Is a salary listed?
No. The posting does not state a salary.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.