22002901_en - Lead - RTASutherland
Workplace: Pampanga
Salary: Agreement
Work form: Full time
Posting Date: 13/01/2026
Deadline: 29/07/2022
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https://sutherland.taleo.net/careersection/2/jobdetail.ftl?job=22002901&lang=en
PH
Job Description:
Sutherland is seeking an attentive and goal-oriented person to join us as a Real Time Analyst. 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!
Responsibilities:
Support monitoring of service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
Ensures real-time call outs on performance and staffing level are made to floor supervisors for appropriate action on non-adhering Consultants
Helps follow up and ensures call-outs on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery
Coordinates offline activities
Partners with Ops MOD and keeps them informed through call-outs on consultant level deviations and KPIs
Ensures EOD performance analysis reports are prepared accurately and submitted
GOALS:
S# Goal Goal Description RTA
1 Accuracy / Efficiency RTA - Schedule Adherence (90%), Program Specific KPIs (E.G. SL, Abandon Rate, ASA, etc.), Callouts with SD for non-adhrence to schedule or alerts for metrics at risk (qualitative), Coding of exceptions (100% daily) 40%
2 Process Adherence to WFM Practices 20%
4 Reports and other Deliverables Completeness, Timeliness and Accuracy 20%
5 Digital WFM Enable Digital WFM Portal and other Digital Initiatives 10%
RP - RP Input / RPBI Input Adoption, Timeliness, Accuracy
RTA (Travel, Tech, Retail - Timely, Accurate and Complete input on the portal
6 Sutherland Winning Behaviors Display of Sutherland's Winning Behaviors 10%
100%
Qualifications:
Our most successful candidates will have:
At least one to two years of work experience as a Real Time Analyst
Good knowledge of MS-Excel
Good 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
Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary
People management skills and experience
Sutherland
PH
Job Description:
Sutherland is seeking an attentive and goal-oriented person to join us as a Real Time Analyst. 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!
Responsibilities:
Support monitoring of service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
Ensures real-time call outs on performance and staffing level are made to floor supervisors for appropriate action on non-adhering Consultants
Helps follow up and ensures call-outs on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery
Coordinates offline activities
Partners with Ops MOD and keeps them informed through call-outs on consultant level deviations and KPIs
Ensures EOD performance analysis reports are prepared accurately and submitted
GOALS:
S# Goal Goal Description RTA
1 Accuracy / Efficiency RTA - Schedule Adherence (90%), Program Specific KPIs (E.G. SL, Abandon Rate, ASA, etc.), Callouts with SD for non-adhrence to schedule or alerts for metrics at risk (qualitative), Coding of exceptions (100% daily) 40%
2 Process Adherence to WFM Practices 20%
4 Reports and other Deliverables Completeness, Timeliness and Accuracy 20%
5 Digital WFM Enable Digital WFM Portal and other Digital Initiatives 10%
RP - RP Input / RPBI Input Adoption, Timeliness, Accuracy
RTA (Travel, Tech, Retail - Timely, Accurate and Complete input on the portal
6 Sutherland Winning Behaviors Display of Sutherland's Winning Behaviors 10%
100%
Qualifications:
Our most successful candidates will have:
At least one to two years of work experience as a Real Time Analyst
Good knowledge of MS-Excel
Good 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
Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary
People management skills and experience
Sutherland
Other Info
Pampanga
Permanent
Full-time
Permanent
Full-time
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