Operations Manager | Telco

At Sutherland, we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals, and we are looking to add an Operations Manager who will establish and create strategies that will enhance processes and boost ease and efficiency.

Responsibilities:

1. Managing Cluster/Community Performance

• Complete weekly coaching sessions and call audits.
• Complete weekly huddles and come up with Team strategy to achieve operational goals.
• Partner with Operations Manager on Continuous Improvement activities, training and action plans.

1. Client advocate

• Accomplish weekly deliverables, such as: Coaching compliance inclusive of RCAs and action Plans
• Team attendance infractions insights through internal Sutherland attendance tool.
• Provide ideas that can help the client improve their product, business, processes and/or policies.

1. People Management

• Set up accountability discussions on attendance and performance challenges.
• Determine training needs to equip staff with fundamental skills and knowledge.
• Keep employees in the loop for any internal and external updates

Our most successful candidates will have:

• At least 8 years of work experience in the same industry with 5 years of operations and management experience; Process transformation experience -good to have.
• Experience in managing, and directing associates/sr associates, team manager resources with a span of 100/150 FTEs.
• Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements.
• Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues.
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
• Excellent working knowledge of MS Office applications.
• Ability to work in a fast-paced, dynamic environment.
• Establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations.
• Amenable to work onsite – Taguig-BGC.