About Sutherland:
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results
Job DescriptionOperations Manager for Sales in this role get to:
- Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
- Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
- Improve the company: Make recommendations to enhance processes and boost ease and efficiency.
- Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
- Empower the workforce: Determine training needs to equip staff with fundamental skills and knowledge.
- A Bachelor’s Degree is preferred but not required.
- Three years of operations and management experience.
- Inbound/Outbound contact center experience with Sales as primary KPI and productivity.
- Experience in managing people, should not be only cross-functional experience. People management + Sales expertise would be ideal.
- Performance management – how does one derive actions to be taken if a certain KPI is failing
- Analytical ability to read and understand data trends, most importantly the logic on how generic call center metrics arrive.
- Experience in creating/understanding various incentive models, and spiffs run during his/her experience in the previous role.
- Experience in mentoring supervisors, coaches.
- Good understanding of people metrics and if can discuss any of his/her experiences around this
- Experience in client-facing operations.
All your information will be kept confidential according to EEO guidelines.
Skills Required
- Three years of operations and management experience
- Inbound/Outbound contact center experience with Sales as primary KPI and productivity
- People management experience (direct management, not only cross-functional)
- Experience in performance management and deriving actions when KPIs fail
- Analytical ability to read and understand data trends and call center metrics
- Experience creating/understanding incentive models and spiffs
- Experience mentoring supervisors and coaches
- Good understanding of people metrics and ability to discuss related experience
- Experience in client-facing operations
- Bachelor's Degree
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
