Sutherland
Business Services
Lead-RealTimeAnalyst
Neural analysis suggests this role is
optimal for mid candidates.
“Lead-Real Time Analyst at Sutherland. Skills: Real-time performance, KPI management, Service delivery optimization. Monitor real-time queue performance. Identify risks to KPIs”
What You'll Achieve.
Meet contractual KPIs; Optimize service delivery; Optimize operational efficiency; Achieve optimized service level; Achieve utilization targets; Sustain improvements
Industry & Context.
Analytical skills; Problem-solving skills; Data-driven decisions
Rotating shifts, Weekends, Holidays, Overtime
What They're Looking For.
Must Have
2 years RTA experience, 1 year call center experience, High School Diploma, Advanced Excel reporting, Call center KPI understanding, WFM tools proficiency, Work flexibly 24/7
Nice to Have
Experience with CMS, Experience with Avaya Supervisor, Experience with eWFM, Experience with IEX, Leadership experience, Team mentoring experience, Performance coaching background, Training background, Stakeholder management experience, Cross-functional collaboration experience, Workforce planning familiarity, Capacity management familiarity
What You'll Do.
Monitor real-time queue performance
Identify risks to KPIs
Analyze service level performance
Correlate findings with non-adherence
Make call-outs to supervisors
Recommend corrective actions
Prepare end-of-day reports
Follow up on performance callouts
Partner with Operations Management
Coordinate offline activities
How You'll Work.
Team & Collaboration
Floor supervisors; Operations Management; Team members
Communication Scope
Articulate complex data
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
Applying for this Lead-Real Time Analyst role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on SmartRecruiters
- SmartRecruiters often includes a video screening step — check camera and mic permissions.
- Link your GitHub or portfolio directly in the profile section for technical roles.
- Applications may be reviewed by AI scoring before reaching a recruiter — use keywords from the job description.
ANONYMOUS · UNFILTERED
What do employees actually say about Sutherland?
Real rants from real employees. Read before you apply.