Company Description

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 Description

Responsibilities:

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 PlansTeam 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

Qualifications

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 improvementsDemonstrated leadership skills; be able to take the lead in making improvements and resolving issuesAbility to efficiently manage time and keep track of multiple schedules, meetings, and initiativesStrong verbal and written communication skills; be able to communicate in a clear, constructive, and professional mannerExcellent working knowledge of MS Office applicationsAbility to work in a fast-paced, dynamic environment.