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're looking for a detail-oriented and analytical Lead-Real Time Analyst to join our dynamic operations team in Taguig, Philippines. In this pivotal role, you'll be the expert voice on the floor, driving real-time performance excellence and ensuring our team consistently meets contractual KPIs. You'll combine your analytical prowess with collaborative leadership to support supervisors, mentor team members, and deliver actionable insights that optimize service delivery and operational efficiency.

• Monitor real-time queue performance and identify risks to contractual KPIs including Service Level, Abandonment Rate, Line Adherence, Handling Capacity, and SIR
• Analyze service level performance at interval levels against planned AHT, Auxiliary time, and Shrinkage, correlating findings with consultant-level non-adherence
• Make timely, decisive call-outs to floor supervisors regarding performance deviations and staffing concerns, recommending appropriate corrective actions
• Prepare comprehensive end-of-day performance analysis reports with clear, actionable recommendations
• Follow up on performance callouts to ensure corrections are implemented and improvements are sustained
• Partner with Operations Management and keep them informed of consultant-level deviations and KPI trends through transparent, organized reporting
• Coordinate offline activities and support the team in achieving optimized service level and utilization targets
• Mentor and coach team members on performance expectations and best practices in real-time analysis
• Demonstrate resilience and flexibility in a fast-paced, 24/7 operational environment

Qualifications

• Minimum 2 years of Real-Time Analyst (RTA) experience in a voice-based contact center environment
• Minimum 1 year of work experience in a call center setting
• High School Diploma, GED, or equivalent
• Strong proficiency in Microsoft Excel with advanced reporting and data analysis capabilities
• Solid understanding of call center KPIs (AHT, Service Level, Abandonment Rate, Line Adherence, Handling Capacity, SIR)
• Proficiency with Workforce Management (WFM) tools
• Excellent verbal and written communication skills with the ability to articulate complex data clearly
• Demonstrated ability to work flexibly in a 24/7 environment, including rotating shifts, weekends, holidays, and overtime as needed
• Strong analytical and problem-solving skills with attention to detail
• Ability to make decisive, data-driven decisions under pressure

**Preferred Qualifications:**

• Experience with call center applications such as CMS, Avaya Supervisor, eWFM, or IEX
• Leadership or team mentoring experience
• Performance coaching or training background
• Experience in stakeholder management and cross-functional collaboration
• Familiarity with workforce planning and capacity management concepts

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