Associate Manager - Account Management

Associate Managers in this role get to: Keep Management Updated: Relay vital information in the form of timely and accurate reports. Impact the Bottom Line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations. Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction; provide coaching and feedback to CSRs. Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations. Take the Lead: Monitor Work queues/e-mails as per defined sample plan and targets; report out any outage and take necessary action; perform RCA and take corrective actions for defects identified during monitoring; drive KPI improvement initiatives across program; focus on SLA to meet the client satisfaction; to be able to meet the Shrinkage and Attrition goal set by the company; to be self- motivated to involve in self and team development.

Qualification

• Minimum of 5 years of relevant work experience acquired in operations, of which at least 2 years must be in a senior-level management role managing 100+ employees.
• Proven ability in managing a multi-cultural workforce is required.
• Previous technical operations experience will be considered an advantage.
• Ability to innovate and come up with new ideas.
• Up-to-date knowledge of contact center technologies, workforce applications, reporting, quality, and monitoring tools.
• Professional knowledge of spoken and written in German (C1) + English (at least B2).
• The ability to bring analytical rigor, structure, and solutions to problematic areas.
• Experience in turning around red projects will be an advantage.
• Business Thinker, focused on execution and paving the way for the growth of Analytics Services in the areas of focus
• Bachelor's/Мaster’s degree
• All your information will be kept confidential according to EEO guidelines.