Operations Manager

7 days ago

Angeles, Philippines Sutherland Full time

Overview

About Sutherland.

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results

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 (On any model such as Service level, SIR, Volume focused, Line Adherence, FTE).
  • Experience in managing people – should not be only cross-functional experience. People management + Sales expertise would be ideal.
  • Have managed a minimum of 150 FTEs.
  • Performance management – ability to derive actions if a KPI is failing (Preferably if the person can talk through a real scenario from their existing role).
  • Analytical ability to read and understand data trends , especially the logic behind call center metrics.
  • Experience in creating/understanding various incentive models , and spiffs run in prior roles.
  • Experience in mentoring supervisors and coaches.
  • Good understanding of people metrics and ability to discuss past experiences with these.
  • 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 month tenure in the current position
  • PDP Score of at least 4 - Exceeds Expectations
  • Cleared on DA
  • Tech Sales experience is a must
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