Lead - Real Time Analyst

Sutherland is seeking an attentive and goal-oriented person to join us as a Lead - RTA. We are a group of driven and hard-working 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! Leads in this role get to: - Be the expert: Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level Abandonment % Line Adherence Handling Capacity SIR . Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level - Extend support: Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering Consultants . Coordinate offline activities. Prepare EOD performance analysis reports - Strengthen relationships: Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity p

Requirements

Our most successful candidates will have: - At least one year of work experience in a Call Center - Basic knowledge of MS-Excel - Basic 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 - High School Diploma/GED (±11 years) - Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary - Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues - Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player and a team leader - Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives