Sr. Associate

hace 16 horas

Monterrey, México Sutherland A tiempo completo

Sutherland is seeking an attentive and goal-oriented person to join us as a Sr. Associate - Workforce Analytics (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**Sr. Associate 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 KPIs**Set the Path to Success**: Setting the KRA targets for the team while delivering the client KPI metrics. Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player and a team leader**Qualifications**:- At least two years of work experience as an RTA- Good knowledge of MS-Excel- Good understanding of call center KPIs: AHT, Service Level- Good verbal and written communication skills- 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- People management skills and experience- 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

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    Monterrey, México Sutherland A tiempo completo

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