Real Time Analyst with Bulgarian and English Варна

Real Time Analyst with Bulgarian and English
Варна

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