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
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 cor
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
Additional Information
Minimum Eligibility Requirements for Current Sutherland Employees for India Geo:
- Senior Associate/ Engineer/ Junior Software Engineer/ Junior Analyst / Lead / Senior Engineer/ Software Engineer/ Analyst with minimum of 12 months of tenure in current level at the time of application can apply.
- Senior Associate/ Engineer/ Junior Software Engineer/ Junior Analyst with annual performance rating - “Exceeds Most” (Overall rating from 3.5 to 4.49) or above in the last performance cycle can apply.
- Lead/ Senior Engineer/ Software Engineer/ Analyst with annual performance rating - “Meet All” (Overall rating from 2.5 to 3.49) or above in the last performance cycle can apply.
- This position is open to employees across any process/function.
- Selected employee needs to be released within 30 days from the date of announcement or agreed date as confirmed by the hiring program, whichever falls later.
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences!
Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow.
For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation.
We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another.
We call it One Sutherland. #MakeDigitalHuman
