Company 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!
**Job Description**:
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
**Qualifications**:
- 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
- High School Diploma/GED (±11 years)
- Flexibility to work in a 24/7 environment, including but not limited 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