Operations Manager

4 weeks ago

San Fernando, Central Luzon, Philippines Sutherland Full time
Company Description

Sutherland is seeking an organized and goal-oriented person to join us as an Operations Manager. We are a group of driven and supportive 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 DescriptionResponsibilities
  • Managing Cluster/Community Performance
  • Complete weekly coaching sessions and call audits
  • Complete weekly huddles and develop team strategy to achieve operational goals
  • Partner with the Operations Manager on continuous improvement activities, training, and action plans
  • Client advocate
  • Accomplish weekly deliverables, such as coaching compliance inclusive of RCAs and action plans
  • Team attendance infraction insights through the internal Sutherland attendance tool
  • Provide ideas that can help the client improve their product, business, processes, and/or policies
  • People management
  • Set up accountability discussions on attendance and performance challenges
  • Determine training needs to equip staff with fundamental skills and knowledge
  • Keep employees in the loop for any internal and external updates
Qualifications
  • A Bachelor's Degree holder is preferred but not required
  • Three years of operations and management experience; process transformation experience is a plus
  • Four to five years of experience in a customer service environment, preferably in a contact center
  • Experience managing and directing associates/senior associates and team manager resources with a span of 100 FTEs for Manager
  • Strong analytical skills; able to interpret data, identify trends, and suggest improvements
  • Demonstrated leadership skills; able to lead improvements and resolve issues
  • Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
  • Strong verbal and written communication skills; able to communicate clearly, constructively, and professionally
  • Excellent working knowledge of MS Office applications
  • Ability to work in a fast-paced, dynamic environment

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