Taguig, Metro Manila, Philippines
419 days ago
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 CenterBasic knowledge of MS-ExcelBasic understanding of call center KPIs: AHT, Service Level - Good verbal and written communication skillsKnowledge of Call Center applications such as CMS Avaya Supervisor/ eWFM /IEX is good to have, but not requiredHigh 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 necessaryDemonstrated leadership skills; be able to take the lead in making improvements and resolving issuesAbility to be proactive in developing trust and professional rapport with employees and team members; work as a team player and a team leaderAbility 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.

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