Real Time Analyst with English

Who we are 



Sutherland is a global leader in digital transformation and world-class customer service. We are the driving force behind today's experiential giants – the companies best known for the transformative experiences they deliver, operating in a variety of industries, from technology & travel to telecommunications, banking and more. 



What we are looking for 



Real Time Analyst 



For one of our newest clients we are seeking a Real-Time Analyst (RTA) to monitor call performance in real time, ensuring adherence to schedules, maintaining service levels, and supporting operational efficiency through proactive decision-making.



This role is 100% on-site—you’ll be working from our office in Varna, collaborating face-to-face with the team, and soaking in the energy (and coffee ☕️) of our shared workspace.

• Monitor real-time queues to identify and escalate risks to meeting key contractual KPIs
• Manage and schedule offline activities
• Compile EOD summaries highlighting SL trends, agent productivity, and staffing variances.
• Partner with floor leadership to relay actionable insights and support decision-making.
• Send timely alerts to operations leads to address underperformance or staffing misalignments.

• 1-2 years of experience in a Real-Time Analyst or Workforce Coordinator role in a BPO or contact center will be considered an advantage
• English Language - Level B2/C1
• Experience working in an omni-channel environment is preferred.
• Strong understanding of call center metrics: AHT, ASA, Adherence, Occupancy, SLA, etc.
• Familiarity with WFM tools (e.g., NICE, Genesys, Verint, Calabrio, Zendesk) is an advantage
• Excellent Excel and data interpretation skills; basic reporting/dashboarding is a plus.
• Ability to thrive in a fast-paced, constantly evolving operational environment.
• Excellent communication, problem-solving, and analytical skills.
• Willingness to work in shifts

What we offer 

• Additional health and life insurance coverage
• Domestic relocation to one of our offices's cities 
• Generous annual leave
• Food vouchers and various discounts
• Transportation / Utilities allowance
• Competitive salary and clear career progression
• World-class on-the-job training
• Work in a cozy office 

All your information will be kept confidential according to EEO guidelines.