About The Role

Impact the business : By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition.
Manage administrative responsibilities:  Such as attendance tracking, queue administration, and corrective delivery.
Influence the lives of others:  Develop, train, and manage team members.
Strengthen relationships:  Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
Keep morale high:  Ensure motivational programs are in place and encourage frequent recognitions.
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.
Keep leaders informed:  Relay important information in the form of timely and accurate reports.

A Bachelor’s degree or Associate Degree is preferred but not required.
Experience in managing a team of 18 to 20 associates.
Experience and first-hand knowledge in a  Tech or Telco environment on a customer service line of business.
Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues.
Strong customer orientation when managing communications and issues.
The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
Knowledge of metrics, their measurements, thresholds, targets, and process owners.
A proactive attitude towards developing trust and professional rapport with employees and team members; the ability to be a team player.