Service Delivery Manager
2 weeks ago
Full time
Add expected salary to your profile for insights
Sutherland is seeking an attentive and goal-oriented person to join us as a Service Delivery 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:
- 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.
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 environment.
- 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.
As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years.
Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world. To learn more, please visit us at
As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years.
Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world. To learn more, please visit us at
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