22004146_en - real time AnalystSutherland

https://sutherland.taleo.net/careersection/2/jobdetail.ftl?job=22004146&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!
The Real Time Analyst is responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of chat, incoming calls, emails at the desired service level or turn around time.
Duties and Responsibilities:
Coordinates appropriate staffing allocation and availability of agents in order to achieve service level objectives.
Monitors site/programs to ensure optimal staffing levels.
Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
Administers contingency action plans as deemed necessary and appropriate.
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
Facilitates real-time discussions with necessary stakeholders.
Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
Ensures that all reports originating from the department are accurate and reliable.
Provide support, through the use of technology and tools (IEX, CMS, eWFM) in line with agreed processes, to monitor contact volume traffic in order to identify performance exceptions requiring both short term (intraday) and longer term (agent scheduling) attention.
In collaboration with SD, input scheduling adjustments as required, within the specified time period, understand the root cause issue(s) and resolve with Scheduling Team for all future schedules.
Execute system modifications (e.g., break management, schedule updates and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time (AHT), volume, absenteeism, etc.)
Ensure in collaboration with WFM/Schedulers, accurate and timely agent schedules.
Assist SD to help provide greater focus on real-time/intraday agent productivity, performance exceptions and schedule adherence.
Support SD to help better manage intraday business performance to meet or exceed SLA and KPI targets
Input intraday scheduling exceptions as required (e.g. training, meetings, coaching, overtime, etc.), through the IEX WFM Tool.
Track, update as needed, and report operational results e.g., schedule variance, overtime, occupancy, agent productivity, etc.
GOALS: Annual Goal Plan Description Target Weightage
Sutherland Winning Behaviors Display of Sutherland's Winning Behaviors 10%
Digital WFM Timely, Accurate and Complete input on the portal 10%
Reports and other Deliverables Completeness, Timeliness and Accuracy 20%
Process Adherance to WFM Practices 20%
Accuracy / Efficiency Schedule Adherance (90%)
Program Specific KPIs (e.g SL, Abandon Rate, ASA, etc.)
Callouts with SD for non-adherance or alerts for metrics for risk (qualitative)
Coding of excemptions (100% daily) 40%
Monthly Goal Plan Description Target Weightage
SLA Performance Attainment
=70% - 5
=65% - 4
=60% - 3
=55% - 2
=50% - 1 40%
Schedule Adherence
=90% - 5
=85% - 4
=80% - 3
=75% - 2
=70% - 1 20%
Accuracy & Timeliness
=90% - 5
=85% - 4
=80% - 3
=75% - 2
=70% - 1 20%
Escalation/Call outs
=1 - 5
=2 - 4
=3 - 3
=4 - 2
= 5 - 1 20%
Qualifications:
Our most successful candidates will have:
At least one-two years of work experience as a Real Time Analyst
Attention to details
Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
Reliability in following through with commitments and responsibilities
Ability to innovate and deploy data-driven business solutions
Ability to manage and navigate a constantly changing business environment
Basic WFM knowledge
Proficiency MS Excel
Sutherland

Davao City
Permanent
Full-time