Company Description Sutherland is seeking an organized and goal-oriented person to join us as an Senior Operations Manager. We are a group of driven and supportive 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 Responsibilities: 1. Managing Cluster/Community Performance - Complete weekly coaching sessions and call audits. - Complete weekly huddles and develop team strategies to achieve operational goals. - Partner with Operations Manager on continuous improvement activities, training, and action plans. - Client Advocate - Achieve weekly deliverables, such as coaching compliance including RCAs and action plans. - Monitor team attendance infractions through internal Sutherland attendance tools. - Provide ideas to help the client improve their product, business, processes, and policies. - People Management - Conduct accountability discussions on attendance and performance challenges. - Determine training needs to equip staff with fundamental skills and knowledge. - Keep employees informed about internal and external updates. Qualifications Our most successful candidates will have: - A Bachelor's Degree is preferred but not required. - Over 5 years of operations and management experience, including process transformation. - Experience handling omnichannel LOBs. - Experience managing and directing teams of 100+ associates or senior associates. - Strong analytical skills to interpret data, identify trends, and suggest improvements. - Demonstrated leadership skills to lead improvements and resolve issues. - Effective time management skills to handle multiple schedules, meetings, and initiatives. - Excellent verbal and written communication skills. Internal Requirements: - Must have FY24 PDP rating of Exceeds Expectations (4) or Outstanding (5). - Tenure of at least 18 months. - No active Disciplinary Action (DA). Additional Information All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr