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 Description

Responsibilities:

  1. Managing Cluster/Community Performance
    • Complete weekly coaching sessions and call audits.
    • Complete weekly huddles and come up with Team strategy to achieve operational goals.
    • Partner with the Operations Manager on Continuous Improvement activities, training, and action plans.
  2. 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.
  3. 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

Our most successful candidates will have:

  • A Bachelor's Degree holder is preferred but not required.
  • Three years of operations and management experience; Process transformation experience - good to have.
  • Four to Five years experience in a customer service environment, preferably in a contact center set-up.
  • Experience in managing, and directing associates/sr associates, team manager resources with a span of 100 FTEs for Manager.
  • Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements.
  • Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues.
  • Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
  • Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
  • Excellent working knowledge of MS Office applications.
  • Ability to work in a fast-paced, dynamic environment.
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