Workforce Real Time Analyst

Posted 2 Days Ago
Be an Early Applicant
Taguig, Southern Manila District, National Capital Region
Entry level
Artificial Intelligence • Analytics
The Role
The Workforce Real Time Analyst at Sutherland will monitor call center operations, manage schedules, and maintain communication with teams. The role requires at least one year of experience in a call center and proficiency in MS-Excel and understanding of call center KPIs. The analyst will work flexibly in a 24/7 environment and take initiative in resolving issues and improving processes.
Summary Generated by Built In

Company Description

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value. We call it One Sutherland.


Job Description

Our most successful candidates will have:

  • At least one year of 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 applications 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 limited to GY shifts, weekends, holidays, and overtime as necessary
  • Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
  • Ability to be proactive 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

All your information will be kept confidential according to EEO guidelines.

The Company
HQ: Pittsford (Rochester), NY
39,547 Employees
On-site Workplace
Year Founded: 1986

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

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