Commissions Analyst
Lightspeed (Formerly SEOshop)
Senior Associate – Real Time Analyst
Sutherland
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
Senior
About the role
- 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
- Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering consultants.
- Prepare EOD performance analysis reports
- 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
Requirements
- At least one year work experience in a Call Center
- Basic knowledge of MS-Excel
- Basic understanding of call center KPIs: AHT, Service Level
- Good verbal and written communication skills
- Knowledge of Call Center application such as CMS Avaya Supervisor/ eWFM /IEX is good to have, but not required
- High School Diploma/GED (±11 years)
- Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary
Benefits
- All your information will be kept confidential according to EEO guidelines.
- EEOC and Veteran Documentation During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
AHTService LevelAbandonment %Line AdherenceHandling CapacitySIRperformance analysisproductivity performanceutilization deliverycall center KPIs
Soft skills
verbal communicationwritten communicationflexibilityproblem-solvingteam collaborationattention to detailanalytical thinkingtime managementinterpersonal skillsleadership
Certifications
High School DiplomaGED
