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 ease and efficiency.
Define Sutherlands 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
Our most successful candidates will have:
- A Bachelor’s Degree
- Sales and Tech experience required
- Technical Customer Service with Sales
- Three years of operations and management experience; Process transformation experience required.
- Robust 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.
- Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
- Excellent working knowledge of MS Office applications.
Additional information Requirements and Expectations from the role:
- Must have hands-on experience in managing sales and tech operations.
- Ability to do a root-cause analysis to improve key performance.
- Effective Coaching and Mentoring Skills.
- Must be able to work independently with minimal supervision within 90 days.
- Must be able to manage client communications and reviews.
- Champion of employee experience
- drive morale in collaboration with HR and Dr. Fun/Engagement Manager
- Must be proactive in identifying people and process issues.
- Focus on all aspects of operations
- productivity, quality, people, and profitability
- High energy, results-driven, and uphold Sutherland values.
- Strong written and verbal communication.
Details:-
- Process Type (Voice / Non-Voice / Hybrid) – Chat/Messaging
- Shift Details (Timings & Rotational / Fixed) – 24x7 Rotational
- Work Schedule (Working Days & Weekly Offs – Rotational / Fixed) - Rotational
- Work Model (Work From Home / Work From Office / Hybrid) - Work from Office
- Mandatory Requirements for Internal Applicants - Minimum 2 years of experience in sales (preferably in a BPO or tech/e-commerce environment). At least 1 year of experience as a Sales Coach, Team Lead, or Trainer in a sales-driven campaign