Operations Manager

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 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.

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 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.