Sutherland · 15 hours ago
Associate Manager - RTA
Clark, NJ
Full-time
Onsite
Mid, Senior Level
4+ years expSutherland is a company focused on leveraging technology and business process excellence. They are seeking an Associate Manager - RTA to lead the Real-Time Management team, ensuring effective monitoring and control of contact center operations while meeting key operational metrics.
AnalyticsArtificial Intelligence (AI)ConsultingInformation ServicesInformation TechnologyOutsourcing
Responsibilities
Monitor live queue performance across all channels (voice, chat, email, back-office, etc.)
Track and report key metrics such as Service Level, ASA, AHT, Abandon Rate, Adherence, and Occupancy
Drive proactive schedule changes (pull-ins, push-outs, overtime offers, etc.) to maintain SLA
Make informed recommendations to shift skilling, reroute volumes, and redistribute workloads to optimize efficiency
Lead, mentor, and coach a team of Real-Time Analysts
Manage shift rosters and ensure real-time team coverage across all hours of operation
Conduct regular performance reviews and provide feedback to RTAs
Ensure RTAs are trained on tools, escalation protocols, and reporting standards
Act as the point of contact for Operations and Client Services during intraday performance issues
Drive daily service governance calls with key stakeholders to review performance and forecast alignment
Collaborate with Scheduling, Forecasting, and Capacity Planning teams for accurate short-term execution
Create and maintain real-time dashboards and command centers
Prepare hourly/daily/interval reports on adherence, SLA breaches, staffing variances, and shrinkage impact
Document and escalate deviations, unplanned outages, and high-impact issues as per escalation matrix
Contribute to the development of RTM SOPs, escalation processes, and response frameworks
Analyze root causes of SLA breaches and propose long-term corrective actions
Identify automation opportunities in real-time tracking and alerting
Utilize and manage WFM tools like NICE IEX, Verint, Genesys WFM, Teleopti, or equivalent
Work with BI tools (Power BI, Tableau, etc.) to build or enhance real-time dashboards
Ensure system data accuracy and integrity for real-time decision-making
Qualification
Required
Bachelor's degree in any discipline
4+ years of experience in contact center WFM with at least 2 years in a real-time lead/supervisory role
Experience working in high-volume, multi-channel global contact centers
Proven ability to lead under pressure and manage real-time escalations effectively
Advanced knowledge of WFM software (e.g., NICE IEX, Verint, Genesys Cloud, Aspect)
Strong command of MS Excel, Google Sheets, and dashboard tools (Power BI/Tableau)
Strong leadership and coaching ability
High sense of urgency and proactive attitude
Analytical mindset with a problem-solving approach
Effective communicator with the ability to influence and engage stakeholders
Highly organized and able to multitask in a fast-paced environment
Preferred
Knowledge of ACD platforms like Avaya, Cisco, Genesys, or Five9 is a plus
Company
Sutherland
Sutherland is a digital transformation company that provides business process and technology management services.
10001+ employees
H1B Sponsorship
Sutherland has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (3)
2023 (1)
2022 (5)
2021 (7)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
$330MKey Investors
TPGOak Investment Partners
2014-10-15Secondary Market· $300M
2004-03-23Private Equity· $30M
Leadership Team
James S. Lusk
Executive Vice President and CFO
Robert Moore
Vice President - Transition and Transformation
Recent News
Business Standard India
2025-12-29
MarketScreener
2025-12-17
Company data provided by crunchbase