Real Time Analyst - Workforce Management
Barranquilla, Atlantico CO
hace 3 días

Job Description :

Sutherland is seeking an attentive and goal-oriented person to join us as a Sr. Associate - 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!

Sr. Associates 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 performance to drive optimized service level and utilization delivery.
  • Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIs

    Qualifications :

    Our most successful candidates will have :

  • At least one year 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
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