Who we are

Sutherland is a global leader in digital transformation and world-class customer service. We are the driving force behind today’s experiential giants – the companies best known for the transformative experiences they deliver, operating in a variety of industries, from technology & travel to telecommunications, banking and more.

What we are looking for

Real Time Analyst

For one of our newest clients we are seeking a Real-Time Analyst (RTA) to monitor call performance in real time, ensuring adherence to schedules, maintaining service levels, and supporting operational efficiency through proactive decision-making.

This role is 100% on-site—you’ll be working from our office in Varna, collaborating face-to-face with the team, and soaking in the energy (and coffee ☕️) of our shared workspace.

Responsibilities
Monitor real-time queues to identify and escalate risks to meeting key contractual KPIs
Manage and schedule offline activities
Compile EOD summaries highlighting SL trends, agent productivity, and staffing variances.
Partner with floor leadership to relay actionable insights and support decision-making.
Send timely alerts to operations leads to address underperformance or staffing misalignments.
Requirements
1-2 years of experience in a Real-Time Analyst or Workforce Coordinator role in a BPO or contact center will be considered an advantage
English Language – Level B2/C1
Experience working in an omni-channel environment is preferred.
Strong understanding of call center metrics: AHT, ASA, Adherence, Occupancy, SLA, etc.
Familiarity with WFM tools (e.g., NICE, Genesys, Verint, Calabrio, Zendesk) is an advantage
Excellent Excel and data interpretation skills; basic reporting/dashboarding is a plus.
Ability to thrive in a fast-paced, constantly evolving operational environment.
Excellent communication, problem-solving, and analytical skills.
Willingness to work in shifts
What we offer
Additional health and life insurance coverage
Domestic relocation to one of our offices’s cities
Generous annual leave
Food vouchers and various discounts
Transportation / Utilities allowance
Competitive salary and clear career progression
World-class on-the-job training
Work in a cozy office