Company Description:
Sutherland is seeking an attentive and goal-oriented person to join us as a Manager- 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:
Operations Manager for Sales in this role gets 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 Sales.
- 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:
- A Bachelor’s Degree is preferred but not required.
- Three years of operations and management experience; Process transformation experience required.
- Inbound contact center experience with Sales as primary KPI and productivity [On any model as Service level, SIR, Volume focused, Line Adherence, FTE].
- Experience in managing people, should not be only cross-functional experience. People management + Sales expertise.
- Have managed to 250 FTEs as minimum.
- Performance management – how does one derive actions to be taken if a certain 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 and, most importantly the logic on how generic call center metrics arrive.
- Experience in creating/understanding various incentive models, and spiffs run during his/her experience in the previous role.
- Experience in mentoring supervisors, and coaches.
- Good understanding of people metrics and if can discuss any of his/her experiences around this
- Experience in client-facing operations.
- Preferred – Experience in managing retention and sales programs.
- Preferred – Managed global customers – US, EMEA, APAC.
Additional Information:
All your information will be kept confidential according to EEO guidelines.
