Company Description:
About Sutherland
Artificial Intelligence. 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-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description:
We are seeking a detail-oriented and strategic Data Analyst Manager
to support our BPO/customer service operations
by analyzing data trends, customer behavior, agent performance, and operational metrics. This role plays a key part in uncovering root causes behind performance patterns, predicting behavioral outcomes, and driving data-backed decisions
to improve service delivery and operational excellence.
Key Responsibilities:
• Analyze customer interaction data, call center KPIs, and operational reports to identify behavioral trends and performance gaps.
• Conduct root cause analysis on service challenges, process inefficiencies, escalations, or customer dissatisfaction.
• Partner with operations, QA, and training teams to translate insights into actionable recommendations and best practices.
• Design and maintain dashboards, scorecards, and reports that provide clear visibility into service metrics and agent behaviors.
• Segment customer and agent data to identify high-impact trends, such as churn drivers, handle time variance, or first call resolution gaps.
• Interpret historical data to forecast performance, predict risk areas, and inform staffing or workflow improvements.
• Present findings in a clear, actionable manner to stakeholders, including senior leadership.
• Support continuous improvement by tracking the impact of initiatives and refining approaches based on data.
• Collaborate with tech teams to ensure data sources are accurate, clean, and consistently integrated.
Qualifications:
Our most successful candidates will have:- Be able to work in MS Office - Be able to work in a fast-paced environment - Be pro-active in developing trust and professional rapport with employees and team members; Strong leadership qualities with the ability to motivate and develop team members; work as a team-player - Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements - Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
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Bachelor’s degree in Data Science, Statistics, Business Analytics, or related field (or equivalent work experience)
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1-2 years in Project management in the BPO industry.
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3-5 years of Management experience with analysis experience, ideally within a BPO, call center, or customer service-focused environment.
- Prior experience in WFM, Reporting preferred
Additional Information:
All your information will be kept confidential according to EEO guidelines.
As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland. During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.
