Deskripsi Pekerjaan
Join Sutherland's dynamic team as a Real Time Analyst in Taguig City and become a pivotal force in optimizing our call center operations. This critical role requires sharp analytical skills to monitor real-time performance metrics, identify operational bottlenecks, and implement immediate improvements to enhance customer experience and efficiency. You'll collaborate with cross-functional teams to ensure service level agreements are met while maintaining high standards of quality and compliance. Sutherland offers competitive compensation, comprehensive benefits, and clear career progression paths for dedicated professionals. If you thrive in fast-paced environments and excel at data-driven decision-making, this is your opportunity to make a measurable impact in a global BPO leader.
Tanggung Jawab
- Monitor real-time call center metrics (AHT, SLA, FCR) and identify performance trends
- Analyze operational data to forecast workload and optimize resource allocation
- Implement immediate adjustments to staffing schedules based on real-time demand
- Collaborate with team leads to address performance gaps and improve quality scores
- Generate daily performance reports with actionable insights for stakeholders
- Ensure compliance with SOPs during live operations escalations
- Coach agents on real-time performance improvements during shift
Kualifikasi
- Bachelor's degree in Business, Statistics, Economics, or related field
- 1+ years experience in call center operations or real-time analysis
- Proficiency in ACD/IVR systems and workforce management tools
- Advanced Excel skills with data visualization capabilities
- Strong problem-solving and decision-making abilities
- Excellent communication skills for cross-functional collaboration
- Ability to perform under pressure with multitasking aptitude
- Knowledge of Six Sigma or quality improvement methodologies preferred