About Sutherland We are a technology and business process outsourcing company with expertise in Artificial Intelligence, Automation, Cloud engineering, and Advanced analytics. Our team works with iconic brands worldwide, bringing them market-leading technology and business process excellence through our unique value proposition. We have created over 200 inventions under several patents across AI and other critical technologies, driving digital transformation and optimizing critical business operations. Sutherland brings together human expertise and artificial intelligence to develop digital chemistry, unlocking new possibilities and transformative outcomes for our clients. Unlocking Digital Performance Job Description - 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, and SIR. - Extend Support: Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering consultants. - Strengthen Relationships: Follow up and ensure callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery. Key Responsibilities: 1. Real-Time Monitoring: Identify and address potential issues with meeting contractual KPIs. 2. Performance Analysis: Prepare EOD performance analysis reports to inform decision-making. 3. Collaboration: Partner with Ops MOD and floor supervisors to implement improvements in productivity and service level delivery.