Lead-Real Time Analyst
SutherlandTaguig, Philippines
Posted March 18, 2026
Full Time
About the Company
Sutherland is a global leader in business and digital transformation, offering a wide range of services including IT, technology, healthcare, banking, insurance, travel, telecom, and more. With over 200 patented inventions across AI and other critical technologies, Sutherland drives digital transformation through advanced products and platforms, delivering measurable results to iconic brands worldwide. The company's unique value proposition lies in its seamless 'as a service' model, combining human expertise with artificial intelligence for transformative outcomes.
Job Description
We're looking for a detail-oriented and analytical Lead-Real Time Analyst to join our dynamic operations team in Taguig, Philippines. In this pivotal role, you'll be the expert voice on the floor, driving real-time performance excellence and ensuring our team consistently meets contractual KPIs.
Requirements
- Minimum 2 years of Real-Time Analyst (RTA) experience in a voice-based contact center environment
- Minimum 1 year of work experience in a call center setting
- High School Diploma, GED, or equivalent
- Strong proficiency in Microsoft Excel with advanced reporting and data analysis capabilities
- Solid understanding of call center KPIs (AHT, Service Level, Abandonment Rate, Line Adherence, Handling Capacity, SIR)
- Proficiency with Workforce Management (WFM) tools
- Excellent verbal and written communication skills with the ability to articulate complex data clearly
- Demonstrated ability to work flexibly in a 24/7 environment, including rotating shifts, weekends, holidays, and overtime as needed
- Strong analytical and problem-solving skills with attention to detail
- Ability to make decisive, data-driven decisions under pressure