Company Description:
Sutherland is a global digital transformation and experience-led powerhouse with more than 30 years of helping the world’s most recognizable brands deliver effortless, intuitive, and human-centered interactions.
We combine deep process expertise, innovative automation, design-thinking, and AI-driven technologies to reimagine and elevate both the customer and employee experience.
At Sutherland, we believe the strongest relationships are built on trust, value, and shared success — we call it One Sutherland.
Job Description:
We are looking for a Lead – Real Time Analyst who thrives in fast-paced environments, has an exceptional eye for detail, and enjoys optimizing performance at scale. If you have a passion for operational excellence, data-driven decision-making, and leading performance outcomes, this role offers a fulfilling career path with high visibility and impact.
As a Lead RTA, you will be the heartbeat of daily operations — ensuring service levels are met, performance risks are mitigated, and staffing efficiency is maximized.
What You’ll Do
As a Lead RTA at Sutherland, you will:
Be the Operational Expert
- Monitor queues in real-time and identify risks affecting key contractual KPIs:
Service Level, Abandonment %, Line Adherence, Handling Capacity, SIR, and more. - Track service level performance at interval level and correlate results with consultant-level adherence and behavioral patterns.
Drive Real-Time Decision Making
- Provide timely callouts to supervisors regarding performance gaps, non-adherence, and staffing issues.
- Make informed recommendations to optimize productivity and ensure operational targets are consistently met.
Enhance Team Performance
- Follow up on non-adherence callouts and ensure corrective actions are implemented for long-term improvement.
- Coordinate planned offline activities while minimizing impact on service delivery.
Deliver Insights & Reporting
- Prepare and present end-of-day (EOD) performance analyses, highlighting trends, risks, and opportunities for improvement.
Qualifications:
What We’re Looking For
Our top candidates bring a balance of analytical skill, leadership capability, and real-time problem-solving. You’ll be a great fit if you have:
Required:
- Minimum 1 year of experience in a call center environment
- Basic to intermediate MS Excel skills
- Understanding of core call center KPIs (AHT, Service Level, Adherence, etc.)
- Strong verbal and written communication skills
- High School Diploma/GED or equivalent
Preferred (but not required):
- Experience with call center systems such as CMS, Avaya Supervisor, eWFM, or IEX
- Prior exposure to real-time management or workforce management functions
You also possess:
- Demonstrated leadership skills and confidence in driving operational improvements
- Strong ability to build rapport and collaborate with cross-functional teams
- Excellent time management and organization skills
- Flexibility to work in a 24/7 shifting environment — including graveyard shifts, weekends, holidays, and overtime when needed
