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Sutherland is seeking an organized and goal‑oriented person to join us as a 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.
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.
- 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.
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- 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.
Qualifications
- A bachelor’s degree is preferred but not required.
- +5 years of operations and management experience; process transformation experience.
- Experience in handling omnichannel lines of business.
- Experience in managing and directing associates/sr associates, team manager resources spanning 100 for Manager.
- 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.
- Strong verbal and written communication skills; be able to co
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Postúlate en Kit Empleo: kitempleo.com.co/empleo/1az8m6