Real Time Analyst

Responsibilities

• Monitor real-time queues to identify and mitigate risks to contractual KPIs, including Service Level, Abandonment %, and Line Adherence.
• Analyze service level performance at the interval level against planned AHT, Aux, and Shrinkage.
• Provide real-time call-outs to floor supervisors regarding performance and staffing levels to address non-adherence.
• Coordinate offline activities and prepare End of Day (EOD) performance analysis reports.
• Partner with Operations Managers to communicate consultant-level deviations and drive productivity improvements.

Requirements

• Minimum of 2 years of Real Time Analyst (RTA) experience in a voice-based account.
• At least 1 year of experience working in a Call Center environment.
• Proficiency in MS Excel and strong reporting knowledge.
• Proficiency in Workforce Management (WFM) tools.
• Solid understanding of Call Center KPIs, specifically AHT and Service Level.
• High School Diploma or GED.
• Ability to work in a 24/7 environment, including graveyard shifts, weekends, holidays, and overtime.

Preferred Qualifications

• Experience with Call Center applications such as CMS Avaya Supervisor, eWFM, or IEX.
• Strong verbal and written communication skills.

About the Company

Sutherland is a global digital transformation company that combines human expertise with artificial intelligence to drive business excellence. We work with iconic brands worldwide, leveraging advanced analytics, automation, and cloud engineering to optimize critical business operations and deliver measurable results.