Company Description:
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 Description:
We are seeking a dynamic and experienced Operations/Account Manager to join one of our growing telecom tech support programs in Tulsa, Oklahoma. This is an ONSITE position. As an Account/Operations Manager, you will play a crucial role in leading and developing a high-performing team while ensuring the delivery of exceptional customer service and technical support.
Responsibilities:
- Lead and manage a team of telecom technical support professionals and their Team Managers, fostering a culture of excellence and continuous improvement
- Develop and implement strategic plans to meet program/client-driven goals/KPIs/metrics
- Develop and maintain strong, long-lasting customer relationships
- Serve as the primary point of contact for all customer account management matters
- Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
- Collaborate with cross-functional teams (HR, IT, etc.) to optimize service delivery and customer satisfaction & issue resolution
- Manage budgets and allocate resources effectively to maximize operational efficiency
- Oversee project management activities, ensuring timely completion and adherence to quality standards
- Monitor team performance, provide regular feedback, and conduct performance reviews
- Ensure compliance with industry regulations and company policies
- Identify and implement process improvements to enhance team productivity and service quality
- Stay up-to-date with the latest telecom technologies and industry trends
- Serve as a liaison between upper management and team members, facilitating clear communication
Qualifications:
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Qualifications:
- Minimum of 5 years in an Operations/Account Manager/Service Delivery role – preferably withing the BPO industry. Major plus – mobile and/or telecommunications tech support industry experience!
- Must have experience overseeing at least 100-200 headcount
- Must excel at client relationship building
- Experience managing a program that focuses on troubleshooting customer issues related to cellular devices (software/hardware), network, coverage and mobile broadband will be preferred
- Strong leadership skills with the ability to motivate and develop team members
- Demonstrated ability to make thoughtful decisions and solve complex problems
- Outstanding communication and interpersonal skills
- Strong analytical and organizational skills
- Must be available to work onsite – not a remote position
- Proficiency in all MS programs
Additional Information:
All your information will be kept confidential according to EEO guidelines.
EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.
