Sr. Associate Real Time Analyst
Job Location:
Tarlac City - Philippines
Monthly Salary:
Posted on:
Vacancies:
Job Summary
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
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
About Company
Sutherland is seeking an organized and reliable person to join us as Admin Specialist. We are a group of driven and supportive 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 ... View more
