lead - real time Analyst (rta)Sutherland

Company DescriptionSutherland is a global digital transformation and experience-led powerhouse with more than 30 years of helping the world's most recognizable brands deliver effortless, intuitive, and human-centered interactions.
We combine deep process expertise, innovative automation, design-thinking, and AI-driven technologies to reimagine and elevate both the customer and employee experience.
At Sutherland, we believe the strongest relationships are built on trust, value, and shared success - we call it One Sutherland.Job DescriptionWe are looking for a Lead - Real Time Analyst who thrives in fast-paced environments, has an exceptional eye for detail, and enjoys optimizing performance at scale. If you have a passion for operational excellence, data-driven decision-making, and leading performance outcomes, this role offers a fulfilling career path with high visibility and impact.As a Lead RTA, you will be the heartbeat of daily operations - ensuring service levels are met, performance risks are mitigated, and staffing efficiency is maximized.What You'll DoAs a Lead RTA at Sutherland, you will:Be the Operational Expert
Monitor queues in real-time and identify risks affecting key contractual KPIs:
Service Level, Abandonment %, Line Adherence, Handling Capacity, SIR, and more. * Track service level performance at interval level and correlate results with consultant-level adherence and behavioral patterns.Drive Real-Time Decision Making
Provide timely callouts to supervisors regarding performance gaps, non-adherence, and staffing issues.
Make informed recommendations to optimize productivity and ensure operational targets are consistently met.
Enhance Team Performance
Follow up on non-adherence callouts and ensure corrective actions are implemented for long-term improvement.
Coordinate planned offline activities while minimizing impact on service delivery.
Deliver Insights & Reporting
Prepare and present end-of-day (EOD) performance analyses, highlighting trends, risks, and opportunities for improvement.
QualificationsWhat We're Looking ForOur top candidates bring a balance of analytical skill, leadership capability, and real-time problem-solving. You'll be a great fit if you have:Required:
Minimum 1 year of experience in a call center environment
Basic to intermediate MS Excel skills
Understanding of core call center KPIs (AHT, Service Level, Adherence, etc.)
Strong verbal and written communication skills
High School Diploma/GED or equivalent
Preferred (but not required):
Experience with call center systems such as CMS, Avaya Supervisor, eWFM, or IEX
Prior exposure to real-time management or workforce management functions
You also possess:
Demonstrated leadership skills and confidence in driving operational improvements
Strong ability to build rapport and collaborate with cross-functional teams
Excellent time management and organization skills
Flexibility to work in a 24/7 shifting environment - including graveyard shifts, weekends, holidays, and overtime when needed
Sutherland

Pampanga
Permanent
Full-time