Operations Manager

8 hours ago

Clark Freeport Zone Pampanga, Philippines Sutherland Full time ₱1,200,000 - ₱2,400,000 per year

Company Description

Sutherland is seeking an attentive and goal-oriented person to join us as an Operations Manager - Tech Sales. 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

Managers in this role get to:

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

Our most successful candidates will have:

  • A Bachelor's Degree is preferred but not required.
  • Three years of operations and management experience; Process transformation experience required.
  • Demonstrated experience in sales process improvement initiatives.
  • Inbound contact center experience with Sales as primary KPI and productivity [On any model such as Service level, SIR, Volume focused, Line Adherence, FTE].
  • Proven track record of managing revenue targets in an inbound contact centre environment.
  • 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.

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