Sutherland
Business Services
Lead-RealTimeAnalyst
Neural analysis suggests this role is
optimal for mid candidates.
“Lead-Real Time Analyst at Sutherland. Skills: Real-Time Analyst, call center KPIs, Microsoft Excel, Workforce Management (WFM). The Lead-Real Time Analyst monitors real-time queue performance, identifies risks to contractual KPIs such as Service Level and Abandonment Rate, and analyzes performance against planned metrics. This role involves making timely call-outs to supervisors regarding performance deviations, recommending corrective actions, and preparing end-of-day performance analysis repor”
What You'll Achieve.
Ensure the team consistently meets contractual KPIs. Optimize service delivery and operational efficiency. Deliver measurable results through digital performance.
Industry & Context.
problem-solving
Demonstrate resilience and flexibility in a fast-paced, 24/7 operational environment. Ability to make decisive, data-driven decisions under pressure.
What They're Looking For.
Must Have
Minimum 2 years of Real-Time Analyst (RTA) experience in a voice-based contact center environment. Minimum 1 year of work experience in a call center setting. High School Diploma, GED, or equivalent. Proficiency in Microsoft Excel with advanced reporting and data analysis capabilities. Excellent verbal and written communication skills with the ability to articulate complex data clearly. Demonstrated ability to work flexibly in a 24/7 environment, including rotating shifts, weekends, holidays, and overtime as needed.
Nice to Have
Experience with call center applications such as CMS, Avaya Supervisor, eWFM, or IEX. Leadership or team mentoring experience. Performance coaching or training background. Experience in stakeholder management and cross-functional collaboration.
What You'll Do.
The Lead-Real Time Analyst monitors real-time queue performance, identifies risks to contractual KPIs such as Service Level and Abandonment Rate, and analyzes performance against planned metrics.
This role involves making timely call-outs to supervisors regarding performance deviations, recommending corrective actions, and preparing end-of-day performance analysis reports with actionable recommendations.
The analyst also partners with Operations Management, coordinates offline activities, and mentors team members on performance expectations and best practices.
How You'll Work.
Team & Collaboration
Partners with Operations Management and keeps them informed of consultant-level deviations and KPI trends through transparent, organized reporting. Coordinates offline activities and supports the team in achieving optimized service level and utilization targets. Mentors and coaches team members on performance expectations and best practices in real-time analysis.
Communication Scope
English fluency
Full Job Description
About Sutherland Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence. We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships. Sutherland Unlocking digital performance. Delivering measurable results. We're looking for a detail-oriented and analytical Lead-Real Time Analyst to join our dynamic operations team in Taguig, Philippines. In this pivotal role, you'll be the expert voice on the floor, driving real-time performance excellence and ensuring our team consistently meets contractual KPIs. You'll combine your analytical prowess with collaborative leadership to support supervisors, mentor team members, and deliver actionable insights that optimize service delivery and operational efficiency. * Monitor real-time queue performance and identify risks to contractual KPIs including Service Level, Abandonment Rate, Line Adherence, Handling Capacity, and SIR * Analyze service level performance at interval levels against planned AHT, Auxiliary time, and Shrinkage, correlating findings with consultant-level non-adherence * Make timely, decisive call-outs to floor supervisors regarding performance deviat
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