| Job Title | Lead – Real Time Analyst (RTA) |
| Contract Type | Brick and Mortar |
| Location | Clark, Pampanga |
| Date Published | 02-02-2026 |
| Job ID | REF38561Z |
| Company | Sutherland |
| Company Overview | Sutherland is a global leader in Artificial Intelligence, Automation, Cloud Engineering, and Advanced Analytics, delivering digital transformation and business process excellence to iconic brands worldwide through an “as-a-service” model. |
| Role Summary | The Lead Real Time Analyst is responsible for real-time queue monitoring, KPI risk identification, workforce optimization, and performance callouts to ensure contractual service levels and productivity targets are consistently met. |
| Key Responsibilities – Real-Time Monitoring | • Monitor queues in real time to identify risks to KPIs such as Service Level, Abandonment %, Line Adherence, Handling Capacity, and SIR• Track interval-level performance against planned AHT, AUX, and Shrinkage |
| Key Responsibilities – Performance Management | • Make real-time callouts to floor supervisors for non-adherence and staffing gaps• Coordinate offline activities to balance staffing and demand |
| Key Responsibilities – Reporting & Analysis | • Prepare End-of-Day (EOD) performance analysis reports• Correlate non-adherence at consultant level with service performance |
| Key Responsibilities – Stakeholder Collaboration | • Partner with Operations MOD and keep them informed of KPI deviations• Follow up on non-adherence corrections to improve productivity, utilization, and service levels |
| Required Experience | • Minimum 2 years of RTA experience in a voice-based account (mandatory)• At least 1 year of Call Center experience |
| Technical & Functional Skills | • Strong MS Excel and reporting skills• Proficiency in Workforce Management (WFM) tools |
| KPI Knowledge | Basic understanding of Call Center KPIs such as AHT and Service Level |
| Tools (Good to Have) | CMS Avaya Supervisor, eWFM, IEX |
| Education | High School Diploma / GED (±11 years) |
| Work Schedule | Willingness to work in a 24/7 environment, including night shifts, weekends, holidays, and overtime |
| Communication Skills | Good verbal and written communication skills |
| Confidentiality | All applicant information will be kept confidential as per EEO guidelines |
| Apply | Apply Now |
