Sutherland Bogota, D.C., Capital District, Colombia Join or sign in to find your next job Join to apply for the Real Time Analyst role at Sutherland Sutherland Bogota, D.C., Capital District, Colombia 1 day ago Be among the first 25 applicants Join to apply for the Real Time Analyst role at Sutherland Company Description Sutherland is seeking an attentive and goal-oriented person to join us as a 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 years of 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. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Management Industries Telecommunications Referrals increase your chances of interviewing at Sutherland by 2x Get notified about new Workforce Management Analyst jobs in Bogota, D.C., Capital District, Colombia . Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 2 days ago Bogota, D.C., Capital District, Colombia 1 day ago Bogota, D.C., Capital District, Colombia 2 weeks ago Bogota, D.C., Capital District, Colombia 2 months ago Bogota, D.C., Capital District, Colombia 3 months ago Bogota, D.C., Capital District, Colombia 13 hours ago Bogota, D.C., Capital District, Colombia 2 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr