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:
- 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.
- 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.
- 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 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.
