Posted a day ago
Real Time Analyst
SutherlandReal Time Analyst
Requirements
2 years RTA experience in voice account, 1 year Call Center experience, MS-Excel proficiency, WFM tools proficiency, High School Diploma/GED, Ability to work 24/7 shifts
Skills
ExcelData Analysis
About the role
Responsibilities
- Monitor queues in real-time to identify risks to contractual KPIs like Service Level, Abandonment %, and Line Adherence
- Monitor service level performance at interval level against planned AHT, Aux, and Shrinkage
- Make real-time call outs on performance and staffing levels to floor supervisors
- Coordinate offline activities and prepare EOD performance analysis reports
- Partner with Ops MOD to communicate consultant level deviations and KPIs
Requirements
- At least 2 years of RTA experience in a voice-based account
- At least 1 year of work experience in a Call Center
- Strong proficiency in MS-Excel and reporting
- Proficiency in WFM tools
- Basic understanding of call center KPIs such as AHT and Service Level
- High School Diploma or GED
- Flexibility to work in a 24/7 environment including graveyard shifts, weekends, and holidays
Preferred Qualifications
- Knowledge of Call Center applications such as CMS Avaya Supervisor, eWFM, or IEX
About the Company
Sutherland is a global digital transformation company specializing in AI, automation, cloud engineering, and advanced analytics to drive business process excellence for iconic brands.
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Sutherland · Clark
