Sr. Associate

hace 7 días

Barranquilla, Colombia Sutherland A tiempo completo

Job Description

Sutherland is seeking an attentive and goal-oriented person to join us as a Sr. Associate - RTA. 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 Sr. Associates 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

**Qualifications**:

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