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Sr. Associate - Real Time Analyst

Sutherland

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269 open real roles are hiring right now across 87 companies, mostly in Bengaluru — so the questions repeat. Practise them before you sit with Sutherland.

Questions you are likely to be asked

  1. Why do you want to join Sutherland?
  2. What is your experience with Excel? Tell me one thing you learned the hard way.
  3. Tell me about an analysis that changed a decision. What did you find?
  4. How do you check that your numbers are right before you share them?
  5. Walk me through a dashboard or report you built. Who used it, and for what?

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Sr. Associates in this role get to: Be the expert: 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 Extend support: Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering consultants . Coordinate offline activities. Prepare EOD performance analysis reports Strengthen relationships: 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 Our most successful candidates will have: 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 All your information will be kept confidential according to EEO guidelines.

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Listed on smartrecruiters · posted 2026-07-17. ApplySarthi collects openings and links to application pages; the role is advertised by Sutherland, not by us.