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:
- Monitor customer service metrics: response time, first-call resolution, customer satisfaction, etc. and develop strategies to improve these metrics.
- Analyze customer feedback and identify areas for improvement in a customer service operations environment.
- Collaborate with cross-functional teams to improve customer processes and systems.
- Ensure compliance with company policies and procedures, as well as legal and regulatory requirements.
- Stay up-to-date with industry trends and best practices.
Qualifications
Our most successful candidates will have:
- A Bachelor’s Degree holder preferred but not required.
- Three years operations and management experience; Process transformation experience -good to have.
- Three to Four years experience and knowledge in supporting US Banking/Financial, Autoloan Servicing program as a customer service line of business for cards services.
- Experience of managing, directing associates/sr associates, team manager resources with span of 100 for Manager.
- Experience and knowledge in managing customer service KPIs such as AHT and NPS/CSAT.
- 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.
Internal:
- FY24 PDP Rating of Exceeds Expectations or Outstanding
- No active DA
- Tenure of 18 mos
Additional Information
All your information will be kept confidential according to EEO guidelines.
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
