About The Role

Sutherland is seeking a dynamic and strategic-thinking person to join us as the Director of Service Delivery overseeing one of our growing Retail programs!  This position will be based onsite in Alexandria. We are a group of forward-thinking 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!

Directors in this role get to

Impact the Bottom Line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations. 
Build the Company: Partner with all divisions across all segments in efforts to improve and drive performance. 
Define Sutherland’s Reputation: Oversee and manage performance and service quality to guarantee customer satisfaction Take the lead: Perform strategic analysis is business performance data to address Plan Sponsor needs; drive financials to ensure results and commitments are met. 
Improve the Company: Make recommendations to enhance processes and boost ease and efficiency. 
 Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations. 
Drive Sutherland Forward: Oversee the design, development, and implementation strategies of quality improvement initiatives; translate knowledge of subject and business needs into clear strategic business plans.

Our most successful candidates will have

Experience managing a workforce of 300+ employees within the contact center or BPO industry.
8+ years of progressive management experience, with 5 years of managing service delivery for an account
Strong understanding of both Customer Service and Sales operations.
Proven experience in performance management across Egypt-based lines of business, with potential future responsibility for Jamaica.
Previous experience in the retail sector is an advantage.
Hands-on experience managing both voice and digital channels, including chat and SMS.
This is an onsite role based in Alexandria.
Candidates must currently be based in Alexandria, as relocation support is not available.