Associate Manager - Real Time Analyst

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

• 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.
• Str...