22003181_en - Lead - RTASutherland

https://sutherland.taleo.net/careersection/2/jobdetail.ftl?job=22003181&lang=en
PH
Job Description:
Sutherland is seeking an attentive and goal-oriented person to join us as a Lead - 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!
Leads 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
Support the Team : Demonstrate leadership skills; be able to take the lead in making improvements and resolving issues
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 year of 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
Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player and a team leader
Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
Sutherland

Pampanga
Permanent
Full-time