Assoc Mgr-WFM Management

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 iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, 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. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

Job Description

We are seeking an experienced Team Lead – Real Time Analyst (RTA) to oversee real-time workforce operations in a fast-paced contact center environment. This role requires strong leadership capabilities and hands-on expertise in managing real-time performance across inbound and outbound voice channels.

The successful candidate will manage a team of RTAs, ensuring optimal staffing, adherence, and service level performance while supporting a 24/7 operational setup aligned with business and client expectations. (Aligned with your ongoing RTA expansion and coverage expectations)

Key Responsibilities

Real-Time Operations Management

• Monitor and manage real-time queues, call volumes, and staffing levels

• Drive SLA performance by making proactive intraday interventions

• Analyze performance vs forecast and initiate corrective actions