Workforce Real Time Analyst

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.