Company Description Sutherland is seeking an attentive and goal-oriented person to join us as a Real Time Analyst... of work experience as a Real Time Analyst Good knowledge of MS-Excel Good understanding of call center KPIs: AHT, Service...
in this role get to: Be the expert: Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs... against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level Extend support: Make real-time call outs...
real-time call outs on performance and staffing level are made to floor supervisors for appropriate action on non-adhering...
that support the entire customer life cycle. Job Description Leads in this role get to: Be the expert: Monitor queues in real-time...-adherence at Consultant level Extend support. Make real-time call outs on performance and staffing level to floor supervisors...
new models to support staffing and volume changes Lead reviews of Call Center efficiency and customer service performance... team Lead the development of forecasts, resource plans, and schedules for new programs Candidate Profile: Associate...
. Job Description The Lead - Customer Experience (Quality Analyst) is a front-line position responsible for the evaluation and documentation... Team. Prepare TNA, publish and execute for 100% closure. Real Time Support (Production/Live Support) on the floor...