Operations Manager

2 weeks ago

Morong, Philippines Sutherland Full time

Overview

Operations Manager - Tech Sales (Webhosting) at Sutherland Clark Freeport and Special Economic Zone, Central Luzon, Philippines

Responsibilities
  • Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
  • Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
  • Improve the company: Make recommendations to enhance processes and boost ease and efficiency.
  • Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
  • Empower the workforce: Determine training needs to equip staff with fundamental skills and knowledge.
Qualifications
  • A Bachelor’s Degree is preferred but not required.
  • Three years of operations and management experience; Process transformation experience required.
  • Inbound contact center experience with Sales as primary KPI and productivity metrics (e.g., Service level, SIR, Volume focus, Line Adherence, FTE).
  • Experience in managing people beyond cross-functional roles; people management plus sales expertise is ideal.
  • Managed a minimum of 150 FTEs.
  • Performance management – ability to derive actions if a KPI is failing (able to discuss a real scenario from their current role).
  • Analytical ability to read and understand data trends, especially call center metrics logic.
  • Experience in creating/understanding various incentive models and SPIFFs.
  • Experience in mentoring supervisors and coaches.
  • Good understanding of people metrics and ability to discuss past experiences with these metrics.
  • Experience in client-facing operations.
  • Preferred, not required – Experience in managing retention and sales programs.
  • Preferred, not required – Experience managing global customers – US.
Internal Qualifications
  • At least 18 months tenure in the current position
  • PDP Score of at least 4 - Exceeds Expectations
  • Cleared on DA
  • Tech Sales experience is a must
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Management
  • Industries: IT Services and IT Consulting

We’re removing unnecessary boilerplate and focusing on the essential job information for clarity and accuracy.

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