Sutherland is seeking a leadership-oriented and self-motivated person to join us as part of the Service Delivery Team (Manager,TM,SME). 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!

Responsibilities:

• 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 recognition.
• 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:

• Must have travel or hospitality background/experience in a BPO setting.
• Ability to think outside of traditional role to evaluate business implications.
• Ability to interpret data, identify trends, and make suggestions for improvements.
• Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
• Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues.

Internal Qualifications:

• Must have FY23 PDP score of Exceeds Most or Clearly Exceeds
• Tenure of at least 12 months
• No Active DA

All your information will be kept confidential according to EEO guidelines.