Sutherland is seeking an organized and goal-oriented person to join us as an Operations Manager. We are a group of driven and supportive 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 DescriptionResponsibilities:
1. Managing Cluster/Community Performance
- Complete weekly coaching sessions and call audits.
- Complete weekly huddles and come up with Team strategy to achieve operational goals.
- Partner with the Operations Manager on Continuous Improvement activities, training, and action plans.
2. Client Advocate
- Accomplish weekly deliverables, such as · Coaching compliance inclusive of RCAs and Action Plans
- Team attendance infraction insights through the internal Sutherland attendance tool.
- Provide ideas that can help the client improve their product, business, processes, and/or policies.
3. People Management
- Set up accountability discussions on attendance and performance challenges.
- Determine training needs to equip staff with fundamental skills and knowledge.
- Keep employees in the loop for any internal and external updates
Our most successful candidates will have:
- A Bachelor’s Degree holder is preferred but not required.
- Three years of operations and management experience; Process transformation experience -good to have.
- Four to Five years experience in a customer service environment, preferably in a contact center set-up.
- Experience in managing, and directing associates/sr associates, team manager resources with a span of 100 FTEs for Manager.
- Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
- Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
- Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
- Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
- Excellent working knowledge of MS Office applications
- Ability to work in a fast-paced, dynamic environment.
Top Skills
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
