Operations Manager

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!

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:
  Coaching compliance inclusive of RCAs and action Plans.
• Team attendance infractions insights through 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.

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.

All your information will be kept confidential according to EEO guidelines.