Operations - Real-Time Queue Analyst

Operations - Real-Time Queue Analyst

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 global 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.

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 within routing platforms to mitigate bottlenecks in critical queues or absorb unexpected spikes in traffic across all channels.
• Operational Coordination: Act as the primary liaison between the Workforce Management (WFM) team and Operations (Supervisors/Coordinators). Communicate early warnings, escalate critical issues, and recommend action plans during operational contingencies.
• Technology & AI Integration: Oversee alerts generated by automation tools or AI-driven predictive models implemented within the contact center to ensure early detection of traffic anomalies and safeguard routing efficiency.
• Intraday Reporting: Generate detailed End-of-Day (EOD) reports highlighting variances between planned and actual metrics, documenting the events that impacted KPIs and the corrective actions taken.

Key Performance Indicators (KPIs):

• Service Level (SLA): Meet or exceed interval target goals.
• Abandon Rate: Maintain lost interactions below the target threshold.
• Schedule Adherence: Ensure actual time logged matches planned time.
• Occupancy: Optimize agent productive time without causing burnout.

 

Qualifications

Requirements & Qualifications:

Hard Skills:

• Minimum 1-2 years of proven experience in Workforce Management (WFM), Real-Time Analyst (RTA), Traffic Control, or Intraday Monitoring roles within a BPO/Contact Center environment.
• Hands-on experience with industry-leading ACD platforms and WFM tools (e.g., Genesys, NICE, Verint, or similar).
• Experience managing and monitoring Chat platforms like Omnichannel Chat, Oracle Right now, etc workflows, controlling agent concurrency and real-time digital interaction distribution.
• Advanced proficiency in Excel/Google Sheets for rapid data extraction, cross-referencing, and operational data analysis.
• Strong understanding of standard contact center efficiency metrics (SLA, Shrinkage, Adherence, Occupancy, AHT) and mathematical models such as Erlang C.

Soft Skills:

• Decision-Making Under Pressure: Ability to quickly and logically execute contingency plans (e.g., skill adjustments, overflow activation) during volume spikes or system outages.
• Assertive Communication & Influence: Strong ability to deliver clear instructions and escalate issues professionally to Operations leaders, driving adherence corrections without direct hierarchical authority over the agents.
• Systemic Thinking: Capacity to connect tactical interval management with broader organizational goals related to profitability, efficiency, and customer experience.

 

Additional Information

All your information will be kept confidential according to EEO guidelines.