At Sutherland, I monitor real-time performance for 1,500+ agents across two accounts, four sites, and three countries. I adjust schedules and staffing to meet service-level targets while maintaining adherence and keeping abandon rates below target.
I supervised the launch of a 100-agent account across three lines of business, developing staffing plans and a mitigation plan for launch risks with the client and operations. I also handle client escalations and present performance in client reviews.
I analyze volume patterns to support forecasting and staffing decisions, build intraday and end-of-day reports and dashboards, and run root cause analysis on revenue and performance leaks. I’ve also led migrations to new WFM and reporting tools.
