About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with integral iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.
We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.
Job Description
Objective: To monitor, analyze, and manage interaction volumes (calls, chats, emails) and agent availability in real-time. The Real-Time Analyst takes immediate action and coordinates with Operations to ensure Service Level Agreement (SLA) compliance, optimize agent occupancy, and drive schedule adherence, strictly following contact center efficiency and COPC standards.
Key Responsibilities:
• Intraday Monitoring: Continuously monitor real-time dashboards to track inbound contact volumes, Average Handle Time (AHT), and Service Levels against forecasted trends.
• Adherence & Shrinkage Management: Track agent status in real-time (AUX codes) to ensure strict compliance with schedules, breaks, and training sessions. Immediately identify and report operational deviations to minimize unproductive shrinkage.
• Skill & Routing Adjustments: Modify agent skilling withi