Sr. Associate - RTA at Sutherland

Job Description:

Latest job information from Sutherland for the position of Sr. Associate - RTA. If the Sr. Associate - RTA vacancy in Davao City, Davao matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at Sutherland for the position of Sr. Associate - RTA below matches your qualifications.

Company DescriptionAbout SutherlandArtificial 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. SutherlandUnlocking digital performance.

Delivering measurable results. Job DescriptionSr. Associates 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 performance to drive optimized service level and utilization delivery.

Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIsQualificationsOur most successful candidates will have:

• At least one year 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 necessaryAdditional InformationAll your information will be kept confidential according to EEO guidelines.

Job Info:

• Company: Sutherland
• Position: Sr. Associate - RTA
• Work Location: Davao City, Davao
• Country: PH

How to Submit an Application:

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