Company Description:
Sutherland is seeking an attentive and goal-oriented person to join us as an Operations Manager. 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:
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 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 infractions insights thru 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 retail, tech program under a customer service setting preferably in a contact center environment.
- Experience in managing, and directing associates/sr associates, team manager resources with a span of 100 FTEs.
- 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.
Additional Information:
All your information will be kept confidential according to EEO guidelines.
