Opportunity at
SutherlandSr. Associate - Real Time Analyst
This Philippines role at Sutherland monitors live call queues to flag risks to contractual KPIs such as service level, abandonment and line adherence. The senior associate…
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About This Role
This Philippines role at Sutherland monitors live call queues to flag risks to contractual KPIs such as service level, abandonment and line adherence. The senior associate compares performance with planned AHT and shrinkage, makes real-time call-outs to floor supervisors, and prepares end-of-day performance reports.
Job Description
This Philippines role at Sutherland monitors live call queues to flag risks to contractual KPIs such as service level, abandonment and line adherence. The senior associate compares performance with planned AHT and shrinkage, makes real-time call-outs to floor supervisors, and prepares end-of-day performance reports.
Responsibilities
- Monitor queues in real time and flag risks to service level and abandonment
- Compare interval performance against planned AHT, aux time and shrinkage
- Make real-time call-outs to floor supervisors on non-adherence
- Prepare end-of-day performance analysis reports
Requirements
- At least one year of call center experience
- Basic knowledge of MS Excel and call center KPIs such as AHT and service level
- Good verbal and written communication skills
Qualifications
- Knowledge of CMS, Avaya Supervisor, eWFM or IEX is a plus
- Flexibility to work a 24/7 schedule, including 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 this job on-site?
The posting lists the role as on-site in the Philippines.
What schedule is expected?
The role requires flexibility to work a 24/7 environment, including graveyard shifts, weekends, holidays and overtime.
Is a salary listed?
No. The posting does not mention a salary.
Sample Interview Questions
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