Total 2 job vacancies by Sutherland

Lead RTA in this role get to:

Be the expert:

• Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR .
• Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level

Extend support:

• Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering consultants .
• Coordinate offline activities.
• Prepare EOD performance analysis reports

Strengthen relationships:

• Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery.
• Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIs 

Assistant Managers in this role get to:

• Build the company: Identify and recruit the best-fit personnel to help drive the team and company to higher levels.
• Set the path to success: Support recruiting and hiring efforts to ensure a positive and smooth experience for candidates and/or new hires.
• Strengthen relationships: Establish and maintain communication with team members; understand needs, resolve issues, and meet expectations.
• Drive Sutherland forward: Make recommendations to enhance processes and boost ease and efficiency.
• Keep Sutherland grounded: Support, create, and oversee proper documentation of processes and/or employees and ensure adherence to policies and guidelines.
• Take the lead: Provide strategic input on best sourcing channels and serve as a primary source of staffing and recruitment strategy advice, consultation, and education.