Company Description:
Who we are
Sutherland is a global leader in digital transformation and world-class customer service. We are the driving force behind today's experiential giants – the companies best known for the transformative experiences they deliver, operating in a variety of industries, from technology & travel to telecommunications, banking and more.
What we are looking for
Real Time Analyst
For one of our newest clients we are seeking a Real-Time Analyst (RTA) to monitor call performance in real time, ensuring adherence to schedules, maintaining service levels, and supporting operational efficiency through proactive decision-making.
This role is 100% on-site—you’ll be working from our office in Varna, collaborating face-to-face with the team, and soaking in the energy (and coffee ☕️) of our shared workspace.
Job Description:
- Monitor real-time queues to identify and escalate risks to meeting key contractual KPIs
- Manage and schedule offline activities
- Compile EOD summaries highlighting SL trends, agent productivity, and staffing variances.
- Partner with floor leadership to relay actionable insights and support decision-making.
- Send timely alerts to operations leads to address underperformance or staffing misalignments.
Qualifications:
- 1-2 years of experience in a Real-Time Analyst or Workforce Coordinator role in a BPO or contact center will be considered an advantage
- English Language - Level B2/C1
- Experience working in an omni-channel environment is preferred.
- Strong understanding of call center metrics: AHT, ASA, Adherence, Occupancy, SLA, etc.
- Familiarity with WFM tools (e.g., NICE, Genesys, Verint, Calabrio, Zendesk) is an advantage
- Excellent Excel and data interpretation skills; basic reporting/dashboarding is a plus.
- Ability to thrive in a fast-paced, constantly evolving operational environment.
- Excellent communication, problem-solving, and analytical skills.
- Willingness to work in shifts
What we offer
- Additional health and life insurance coverage
- Domestic relocation to one of our offices's cities
- Generous annual leave
- Food vouchers and various discounts
- Transportation / Utilities allowance
- Competitive salary and clear career progression
- World-class on-the-job training
- Work in a cozy office
Additional Information:
All your information will be kept confidential according to EEO guidelines.
