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. #J-18808-Ljbffr

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