Expedia Legazpi Service Delivery Hiring | Manager, TM, SME

3 weeks ago

Legazpi, Philippines Sutherland Full time

Company Description

Sutherland is seeking a leadership-oriented and self-motivated person to join us as part of the Service Delivery Team (Manager, TM, SME). 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

Job Description

Responsibilities:

  1. Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance, and attrition.
  2. Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery.
  3. Influence the lives of others: Develop, train, and manage team members.
  4. Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
  5. Keep morale high: Ensure motivational programs are in place and encourage frequent recognition.
  6. Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
  7. Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
  8. Keep leaders informed: Relay important information in the form of timely and accurate reports.
Qualifications:
  1. Must have travel or hospitality background/experience in a BPO setting.
  2. Ability to think outside of traditional role to evaluate business implications.
  3. Ability to interpret data, identify trends, and make suggestions for improvements.
  4. Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
  5. Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues.
Internal Qualifications:
  1. Must have FY23 PDP score of Exceeds Most or Clearly Exceeds.
  2. Tenure of at least 12 months.
  3. No Active DA.

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

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