Manager - Sales Operations

Company Description

Sutherland is seeking an attentive and goal-oriented person to join us as a Manager- Sales. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

Operations Manager for Sales in this role gets 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 Sales.
• 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.

Qualifications

• A Bachelor’s Degree is preferred but not required.
• Three years of operations and management experience; Process transformation experience required.
• Inbound contact center experience with Sales as primary KPI and productivity [On any model as Service level, SIR, Volume focused, Line Adherence, FTE].
• Experience in managing people, should not be only cross-functional experience. People management + Sales expertise.
• Have managed to 250 FTEs as minimum.
• Performance management – how does one derive actions to be taken if a certain KPI is failing [Preferably if the person can talk through a real scenario from their existing role].
• Analytical ability to read and understand data trends and, 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, and coaches.
• Good understanding of people metrics and if can discuss any of his/her experiences around this
• Experience in client-facing operations.
• Preferred – Experience in managing retention and sales programs.
• Preferred – Managed global customers – US, EMEA, APAC.

Additional Information

All your information will be kept confidential according to EEO guidelines.