Lead - Real Time Analyst

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value.  We call it One Sutherland.

We are seeking a highly skilled and experienced Lead - Real Time Analyst to join our dynamic team in Camarines Sur, Philippines. In this critical role, you will be responsible for monitoring and optimizing call center performance in real-time, ensuring we meet our contractual KPIs and maintain excellent service levels.

• Monitor real-time queue performance to identify and address risks to meeting contractual KPIs such as Service Level, Abandonment %, Line Adherence, Handling Capacity
• Analyze service level performance at interval level against planned AHT, Aux & Shrinkage, and correlate with non-adherence at the Consultant level
• Make real-time callouts on performance and staffing levels to floor supervisors for appropriate action on non-adhering Consultants
• Coordinate offline activities and prepare end-of-day performance analysis reports
• Follow up on non-adherence callouts to ensure corrections are made, driving improvements in productivity and optimizing service level delivery
• Partner with Operations Management and keep them informed through callouts on consultant-level deviations and KPIs
• Demonstrate leadership by taking initiative in making improvements and resolving issues
• Manage time efficiently and keep track of multiple schedules, meetings, and initiatives

• Minimum of three years of work experience in a Call Center environment
• High School Diploma or GED equivalent
• Proficiency in MS-Excel and basic understanding of call center KPIs (e.g., AHT, Service Level)
• Knowledge of Call Center applications such as CMS Avaya Supervisor, eWFM, or IEX (preferred)
• Excellent verbal and written communication skills
• Strong analytical and problem-solving abilities
• Demonstrated leadership skills and ability to take initiative in improvements and issue resolution
• Exceptional time management and organizational skills
• Ability to work in a 24/7 environment, including night shifts, weekends, and holidays as required
• Adaptability and flexibility to handle changing priorities and multiple tasks simultaneously
• Strong attention to detail and accuracy in data analysis and reporting
• Ability to build trust and maintain professional relationships with team members and stakeholders