Sutherland, a global business transformation organization, is seeking an analytical, driven individual to join us in supporting one of our expanding customer programs, the world’s largest social media company. In this position, you will play a key role in providing a variety of analytics to support, maintain and help to grow this business while looking for opportunities to drive innovation and process improvements. This is an on-site position based at our headquarters in Pittsford.

• Produce and deliver tracking and reporting for key KPIs and SLAs. 
• Design key dashboards and scorecards for Senior Leadership and Business Unit stakeholders (Team Leaders, Training Team, Quality Analysts/Analysts, etc.). 
• Perform ad-hoc data analysis to support business initiatives. 
• Create and maintain efficient and secure systems for recording data and producing relevant documentation. 
• Maintain the relationship with the business intelligence suppliers. 

We offer:

• Competitive salary of $26/hour
• Comprehensive medical, dental and vision benefits
• Generous, flexible PTO
• Opportunity for further growth and development

• At least 2-3 years of recent reporting, real-time analysis, and/or workforce management experience in a contact center environment
• Ability to work proficiently in MS Excel, Power BI and other reporting tools
• Strong analytical skills with the ability to interpret data, identify trends, and make suggestions for improvement
• Excellent communication and interpersonal skills to effectively communicate in a clear, constructive, and professional manner.
• Experience in spotting data trends, performing gap analysis, generating reports, and recommending improvements to current business metric collection process.
• Experience with NICE IEX preferred

IMPORTANT NOTE: This job is open only to residents of the United States, and you must be authorized to work in the US in order to be considered for employment.

About Us

At Sutherland, recently named a Great Place to Work, we care for our customers’ customers and help to strengthen their brands. We do this by helping them to deliver an extraordinary virtual customer experience. In other words, behind every screen, click or command are the people of Sutherland. In business for over 35 years, we are now nearly 40,000 employees strong and work with hundreds of companies in over 100 countries around the globe.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
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