Company Description: Sutherland is seeking an attentive and goal-oriented person to join us as a Real Time Analyst. 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! Job Description: Responsibilities: Support monitoring of service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level Ensures real-time call outs on performance and staffing level are made to floor supervisors for appropriate action on non-adhering Consultants Helps follow up and ensures call-outs on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery Coordinates offline activities Partners with Ops MOD and keeps them informed through call-outs on consultant level deviations and KPIs Ensures EOD performance analysis reports are prepared accurately and submitted Qualifications: Our most successful candidates will have: At least two yearsof work experience as a Real Time Analyst Good knowledge of MS-Excel Good understanding of call center KPIs: AHT, Service Level Good verbal and written communication skills Knowledge of Call Center application such as CMS Avaya Supervisor/ eWFM /IEX is good to have, but not required 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 Additional Information: All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr