Job Description

About Sutherland

Artificial 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.

Sutherland
Unlocking digital performance. Delivering measurable results.

We are seeking an experienced Team Lead – Real Time Analyst (RTA) to oversee real-time workforce operations in a fast-paced contact center environment. This role requires strong leadership capabilities and hands-on expertise in managing real-time performance across inbound and outbound voice channels

The successful candidate will manage a team of RTAs, ensuring optimal staffing, adherence, and service level performance while supporting a 24/7 operational setup aligned with business and client expectations. (Aligned with your ongoing RTA expansion and coverage expectations)

Key Responsibilities

Real-Time Operations Management

• Monitor and manage real-time queues, call volumes, and staffing levels
• Drive SLA performance by making proactive intraday interventions
• Analyze performance vs forecast and initiate corrective actions
• Manage queue skilling, shrinkage adjustments, and call distribution strategy

Team Leadership & Management

• Lead, coach, and mentor a team of RTAs
• Conduct regular performance reviews, feedback, and development planning
• Ensure adherence to WFM processes, discipline, and quality standards
• Drive accountability and ownership across the team

Workforce Coordination

• Collaborate with Scheduling, Forecasting, and Operations teams
• Lead intraday planning discussions and staffing adjustments
• Act as the primary point of contact for real-time escalations

Stakeholder Management

• Communicate performance updates, risks, and mitigation plans
• Provide insights to leadership on operational efficiency improvements
• Support client-facing discussions during performance challenges

Reporting & Insights

• Publish real-time dashboards and performance reports
• Analyze trends in volumes, shrinkage, and adherence
• Identify opportunities for process improvements and automation

Qualifications

• Qualifications

  Experience

• 8–10 years of overall experience in Contact Center / Workforce Management
• Minimum 2 years of experience managing teams (RTA/WFM/Command Center)
• Proven experience handling real-time operations in voice environments

• Skills Required

  Technical Skills

• Hands-on experience with:
  • Genesys (preferred)
  • IEX / NICE WFM
  • GWFM or equivalent WFM tools
• Strong understanding of:
  • Real-Time Adherence (RTA)
  • Queue and intraday management
  • Workforce planning concepts

• Functional Skills

• Strong analytical and problem-solving ability
• Advanced Excel and reporting skills
• Ability to work in a high-pressure, real-time environment
• Sound understanding of WFM KPIs (SLA, AHT, Shrinkage, Occupancy)

• Behavioral Skills

• Strong people leadership and coaching capability
• Excellent communication and stakeholder management
• High ownership and execution mindset

• Work Environment & Requirements

• Work from Office (Mandatory) (aligned with hiring expectation)
• Willingness to work in rotational shifts / 24x7 environment
• Experience supporting voice (inbound & outbound) programs

• Preferred Qualifications (Good to Have)

• Exposure to multi-channel operations (chat/email)
• Experience in client-facing WFM role
• Knowledge of automation tools and reporting enhancements

Additional Information

• Additional Information

• Work from Office (Mandatory) (aligned with hiring expectation)
• Willingness to work in rotational shifts / 24x7 environment
• Candidates should demonstrate reliability, attendance commitment, and readiness for onsite work culture, as these are critical success factors for the role