Lead – Real Time Analyst (RTA) at Sutherland

Angeles, Central Luzon, Philippines -

Full Time

Start Date

Immediate

Expiry Date

03 Mar, 26

Salary

0.0

Posted On

03 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical Skill, Leadership Capability, Real-Time Problem-Solving, Communication Skills, Time Management, Organization Skills, Call Center KPIs, MS Excel, Collaboration, Operational Improvements, Staffing Efficiency, Performance Analysis, Data-Driven Decision-Making, Performance Optimization, Service Level Monitoring, Non-Adherence Follow-Up

Industry

IT Services and IT Consulting

Description

Company Description Sutherland is a global digital transformation and experience-led powerhouse with more than 30 years of helping the world’s most recognizable brands deliver effortless, intuitive, and human-centered interactions. We combine deep process expertise, innovative automation, design-thinking, and AI-driven technologies to reimagine and elevate both the customer and employee experience. At Sutherland, we believe the strongest relationships are built on trust, value, and shared success — we call it One Sutherland. Job Description We are looking for a Lead – Real Time Analyst who thrives in fast-paced environments, has an exceptional eye for detail, and enjoys optimizing performance at scale. If you have a passion for operational excellence, data-driven decision-making, and leading performance outcomes, this role offers a fulfilling career path with high visibility and impact. As a Lead RTA, you will be the heartbeat of daily operations — ensuring service levels are met, performance risks are mitigated, and staffing efficiency is maximized. What You’ll Do As a Lead RTA at Sutherland, you will: Be the Operational Expert Monitor queues in real-time and identify risks affecting key contractual KPIs: Service Level, Abandonment %, Line Adherence, Handling Capacity, SIR, and more. Track service level performance at interval level and correlate results with consultant-level adherence and behavioral patterns. Drive Real-Time Decision Making Provide timely callouts to supervisors regarding performance gaps, non-adherence, and staffing issues. Make informed recommendations to optimize productivity and ensure operational targets are consistently met. Enhance Team Performance Follow up on non-adherence callouts and ensure corrective actions are implemented for long-term improvement. Coordinate planned offline activities while minimizing impact on service delivery. Deliver Insights & Reporting Prepare and present end-of-day (EOD) performance analyses, highlighting trends, risks, and opportunities for improvement. Qualifications What We’re Looking For Our top candidates bring a balance of analytical skill, leadership capability, and real-time problem-solving. You’ll be a great fit if you have: Required: Minimum 1 year of experience in a call center environment Basic to intermediate MS Excel skills Understanding of core call center KPIs (AHT, Service Level, Adherence, etc.) Strong verbal and written communication skills High School Diploma/GED or equivalent Preferred (but not required): Experience with call center systems such as CMS, Avaya Supervisor, eWFM, or IEX Prior exposure to real-time management or workforce management functions You also possess: Demonstrated leadership skills and confidence in driving operational improvements Strong ability to build rapport and collaborate with cross-functional teams Excellent time management and organization skills Flexibility to work in a 24/7 shifting environment — including graveyard shifts, weekends, holidays, and overtime when needed

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Responsibilities

As a Lead RTA, you will monitor real-time queues to identify risks affecting key KPIs and provide timely callouts to supervisors regarding performance gaps. You will also prepare and present end-of-day performance analyses to highlight trends and opportunities for improvement.