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 PerformanceComplete 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 AdvocateAccomplish weekly deliverables, such as:Coaching compliance inclusive of RCAs and Action PlansTeam 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 ManagementSet 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.QualificationsOur most successful candidates will have:
A Bachelor's Degree is preferred but not required.Three years of operations and management experience; process transformation experience.Four to five years experience supporting a US banking campaign – knowledgeable on Customer Service processes and services.Experience in managing and directing associates/senior associates, team manager resources spanning 100 for Manager.Strong analytical skills; able to interpret data, identify trends, and make suggestions for improvements.Demonstrated leadership skills; 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; able to communicate in a clear, constructive, and professional manner.
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