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!**Duties and Responsibilities**:- Coordinates appropriate staffing allocation and availability of agents in order to achieve service level objectives.- Monitors site/programs to ensure optimal staffing levels.- Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.- Administers contingency action plans as deemed necessary and appropriate.- Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.- Facilitates real-time discussions with necessary stakeholders.- Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.- Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.- Ensures that all reports originating from the department are accurate and reliable.- Provide support, through the use of technology and tools (IEX, CMS, eWFM) in line with agreed processes, to monitor contact volume traffic in order to identify performance exceptions requiring both short term (intraday) and longer term (agent scheduling) attention.- In collaboration with SD, input scheduling adjustments as required, within the specified time period, understand the root cause issue(s) and resolve with Scheduling Team for all future schedules.- Execute system modifications (e.g., break management, schedule updates and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time (AHT), volume, absenteeism, etc.)- Ensure in collaboration with WFM/Schedulers, accurate and timely agent schedules.- Assist SD to help provide greater focus on real-time/intraday agent productivity, performance exceptions and schedule adherence.- Support SD to help better manage intraday business performance to meet or exceed SLA and KPI targets- Input intraday scheduling exceptions as required (e.g. training, meetings, coaching, overtime, etc.), through the IEX WFM Tool.- Track, update as needed, and report operational results e.g., schedule variance, overtime, occupancy, agent productivity, etc.**GOALS**:**Annual Goal Plan****Description****Target Weightage**- Sutherland Winning Behaviors- Display of Sutherland's Winning Behaviors- 10%- Digital WFM- Timely, Accurate and Complete input on the portal- 10%- Reports and other Deliverables- Completeness, Timeliness and Accuracy- 20%- Process- Adherance to WFM Practices- 20%- Accuracy / Efficiency- Schedule Adherance (90%)- Program Specific KPIs (e.g SL, Abandon Rate, ASA, etc.)- Callouts with SD for non-adherance or alerts for metrics for risk (qualitative)- Coding of excemptions (100% daily)- 40%**Monthly Goal Plan****Description****Target Weightage**- SLA Performance Attainment- >=70% - 5- >=65% - 4- >=60% - 3- >=55% - 2=90% - 5- >=85% - 4- >=80% - 3- >=75% - 2=90% - 5- >=85% - 4- >=80% - 3- >=75% - 2-
