Lead - Real Time Analyst
Lead - Real Time Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Sutherland is seeking an attentive and goaloriented person to join us as a Lead RTA. We are a group of driven and hardworking 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 realtime 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 nonadherence at Consultant level
- Extend support: Make realtime callouts on performance and staffing level to floor supervisors for appropriate action on nonadhering Consultants.
- Coordinate offline activities.
- Prepare EOD performance analysis reports
- Strengthen relationships: Follow up and ensures callouts on nonadherence are corrected to make improvements in productivity and perform
Qualifications :
Our most successful candidates will have:
- At least one year of work experience in a Call Center
- Basic knowledge of MSExcel
- Basic understanding of call center KPIs: AHT Service Level Good verbal and written communication skills
- Knowledge of Call Center applications 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 limited 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 proactive 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
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
