Job Description
Company Description
About Sutherland
Artificial Intelligence. Automation.Cloud engineering. Advanced analytics.For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA.We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description
Managers in this role get to:
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.
Qualifications
Our most successful candidates will have:
- Experience in managing a team of work-from-home direct reports
- Experience and knowledge in sales
- A Bachelor’s degree
- Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues
- Strong verbal and written communication skills; the ability to communicate in a clear, constructive, and professional manner
- Strong customer-orientation when managing communications and issues
- The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
- A proactive attitude towards developing trust and professional rapport with employees and team members; the ability to be a team-player
Additional Information
Internal Qualifications:
- Clear HR DA
- Must have Exceeds Expectations (4) or Outstanding (5) FY25 PDP rating
- Must have completed phase 1 of TMU (internal)
