https://sutherland.taleo.net/careersection/2/jobdetail.ftl?job=22004243&lang=en
PH
Job Description:
Sutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager - Workforce Analytics (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!
Associate Managers 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
Set the Path to Success: Setting the KRA targets for the team while delivering the client KPI metrics. Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player and a team leader
Qualifications:
Our most successful candidates will have:
At least two years of work experience as an RTA
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
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
People management skills and experience
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
PH
Job Description:
Sutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager - Workforce Analytics (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!
Associate Managers 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
Set the Path to Success: Setting the KRA targets for the team while delivering the client KPI metrics. Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player and a team leader
Qualifications:
Our most successful candidates will have:
At least two years of work experience as an RTA
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
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
People management skills and experience
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
Other Info
Tarlac City, Tarlac
Permanent
Full-time
Permanent
Full-time
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Position 22004243_en - Associate manager - workforce analytics (rta) recruited by the company Sutherland at Tarlac, Joboko automatically collects the salary of , finds more jobs on 22004243_en - Associate Manager - Workforce Analytics (RTA) or Sutherland company in the links above