Lead – RTA

JOB HIRING PHILIPPINES CAREERS – APPLY NOW!

Job Description:
Sutherland is seeking an attentive and goal-oriented person to join us as a Lead – RTA. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Leads in this role get to: Be the expert: 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 Extend support: 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 Strengthen relationships: Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity perform

Qualifications:
Our most successful candidates will have: – At least two years 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 application 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 limiting 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 pro-active 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

HOW TO APPLY:

1. Explore Job Listings: Browse through our platform’s comprehensive job listings using advanced search options to find relevant opportunities in the Philippines.
2. Tailor Your Application: Craft a compelling resume and cover letter, incorporating relevant keywords for better visibility. Customize your application for each job to showcase your qualifications and interest.
3. Submit with Precision: Follow employer instructions, whether uploading documents or completing online forms. Pay attention to deadlines and ensure all required materials are included.

Start your job application process today and increase your chances of securing your dream job in the Philippines. Good luck!

Sutherland is an experience-led digital transformation company that can help your business achieve non-linear growth by delivering exceptionally engineered experiences for your (very human) customers and employees. We do this by combining human-centered design with the scale and accuracy of real-time analytics, AI, cognitive technology and automation.