Sutherland
B2B • Artificial Intelligence • SaaS
Sutherland is a global company specializing in digital transformation and business process outsourcing services. They leverage advanced technologies such as Artificial Intelligence, automation, and cloud engineering to drive digital performance and optimize critical business operations. Sutherland offers a variety of services including digital CX, enterprise technology solutions, and intelligent automation across multiple industries such as banking, healthcare, and telecommunications. Their focus is on delivering measurable outcomes, enhancing customer experiences, and enabling business agility through innovative digital solutions.
10,000+ employees
Founded 1986
🤝 B2B
🤖 Artificial Intelligence
☁️ SaaS
💰 $300M Secondary Market on 2014-10
Lead – Real Time Analyst
Job not on LinkedIn
November 14
Sutherland
B2B • Artificial Intelligence • SaaS
Sutherland is a global company specializing in digital transformation and business process outsourcing services. They leverage advanced technologies such as Artificial Intelligence, automation, and cloud engineering to drive digital performance and optimize critical business operations. Sutherland offers a variety of services including digital CX, enterprise technology solutions, and intelligent automation across multiple industries such as banking, healthcare, and telecommunications. Their focus is on delivering measurable outcomes, enhancing customer experiences, and enabling business agility through innovative digital solutions.
10,000+ employees
Founded 1986
🤝 B2B
🤖 Artificial Intelligence
☁️ SaaS
💰 $300M Secondary Market on 2014-10
📋 Description
• 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 • 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 • Follow up and ensure callouts on non-adherence are corrected to make improvements in productivity
🎯 Requirements
• 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
🏖️ Benefits
• Health insurance • 401(k) retirement plans • Paid time off • Flexible work arrangements
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