Company DescriptionSutherland is seeking an attentive and analytical, accountable, dynamic & people's person to join us as an Associate Manager – Service Delivery to be responsible for overseeing the customer deliverables, process maintenance & improvement, and people management as a part of service delivery. We are a group of dynamic and driven 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 DescriptionResponsibilities:Keep Management Updated: Relay vital information in the form of timely and accurate reports.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; provide coaching and feedback to CSRs.Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.Take the Lead: Monitor Work queues/e-mails as per defined sample plan and targets; report out any outage and take necessary action; perform RCA and take corrective actions for defects identified during monitoring; drive KPI improvement initiatives across program; focus on SLA to meet the client satisfaction; to be able to meet the Shrinkage and Attrition goal set by the company; to be self-motivated to involve in self and team development.QualificationsOur most successful candidates will:Have overall Years of Experience Minimum 5 - 6 yearsHave experience in supporting Inbound and Customer ServicesBe attentive to detailsBe able to work in a fast-paced environmentHave good working knowledge in MS Office applications: Word, Excel, & PPTBe able to adjust quickly and smoothly to changing priorities and conditionsHave the ability to interpret data, identify trends, and make suggestions for improvementsHave strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvementsBe pro-active in developing trust and professional rapport with employees and team members; work as a team-playerHave strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional mannerAll your information will be kept confidential according to EEO guidelines.
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