https://sutherland.taleo.net/careersection/2/jobdetail.ftl?job=22004385&lang=en
PH
Job Description:
Sutherland is seeking an attentive and goal-oriented person to join us as an 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!
Professionals in this role get to:
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
Responsibilities:
Monitors service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
Makes real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering Consultants
Follows 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
Prepares EOD performance analysis reports
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
Sutherland
PH
Job Description:
Sutherland is seeking an attentive and goal-oriented person to join us as an 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!
Professionals in this role get to:
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
Responsibilities:
Monitors service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
Makes real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering Consultants
Follows 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
Prepares EOD performance analysis reports
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
Sutherland
Other Info
Davao City
Permanent
Full-time
Permanent
Full-time
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Sutherland
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Position 22004385_en - sr. Associate - real time analyst recruited by the company Sutherland at Davao, Joboko automatically collects the salary of , finds more jobs on 22004385_en - Sr.Associate - Real Time Analyst or Sutherland company in the links above