Operations - Real-Time Queue Analyst at Sutherland

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Intraday Monitoring: Continuously monitor real-time dashboards to track inbound contact volumes
Adherence & Shrinkage Management: Track agent status in real-time (AUX codes) to ensure strict
Skill & Routing Adjustments: Modify agent skilling within routing platforms to mitigate
Operational Coordination: Act as the primary liaison between the Workforce Management (WFM) team
Technology & AI Integration: Oversee alerts generated by automation tools or AI-driven
Intraday Reporting: Generate detailed End-of-Day (EOD) reports highlighting variances between

Minimum 1-2 years of proven experience in Workforce Management (WFM), Real-Time Analyst (RTA)
Hands-on experience with industry-leading ACD platforms and WFM tools (e.g., Genesys, NICE, Verint
Experience managing and monitoring Chat platforms like Omnichannel Chat, Oracle Right now, etc
Advanced proficiency in Excel/Google Sheets for rapid data extraction, cross-referencing, and
Strong understanding of standard contact center efficiency metrics (SLA, Shrinkage, Adherence
Decision-Making Under Pressure: Ability to quickly and logically execute contingency plans (e.g.

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