Company Description: About Sutherland ArtificialIntelligence. 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-leadingtechnology and business process excellence. We’ve created over 200unique inventions under several patents across AI and othercritical technologies. Leveraging our advanced products andplatforms, we drive digital transformation, optimize criticalbusiness operations, reinvent experiences, and pioneer newsolutions, all provided through a seamless “as a service” model. For each company, we provide new keys for their businesses, thepeople they work with, and the customers they serve. We tailorproven and rapid formulas, to fit their unique DNA. We bringtogether human expertise and artificial intelligence to developdigital chemistry. This unlocks new possibilities, transformativeoutcomes and enduring relationships. Sutherland Unlocking digitalperformance. Delivering measurable results. Job Description: Sr. Associates in this role get to: 1. Be the expert: Monitor queues inreal-time to identify and call out any risks to meeting contractualKPIs like Service Level/ Abandonment % / Line Adherence / HandlingCapacity/ SIR. Monitor service level performance at interval levelagainst planned AHT, Aux & Shrinkage and correlate withnon-adherence at Consultant level. 2. Extend support: Makereal-time call outs on performance and staffing level to floorsupervisors for appropriate action on non-adhering consultants. Coordinate offline activities. Prepare EOD performance analysisreports. 3. Strengthen relationships: Follow up and ensure calloutson non-adherence are corrected to make improvements in productivityperformance to drive optimized service level and utilizationdelivery. Partner with Ops MOD and keep them informed throughcallouts on consultant level deviations and KPIs. Qualifications:Our most successful candidates will have: - At least one year workexperience in a Call Center - Basic knowledge of MS-Excel - Basicunderstanding of call center KPIs: AHT, Service Level - Good verbaland written communication skills - Knowledge of Call Centerapplication such as CMS Avaya Supervisor/ eWFM /IEX is good tohave, but not required - High School Diploma/GED (±11 years) -Flexibility to work in a 24/7 environment, including but notlimiting to GY shifts, weekends, holidays and overtime as necessaryAdditional Information: All your information will be keptconfidential according to EEO guidelines. #J-18808-Ljbffr Analyst