Company Description

About Sutherland: 

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

Job Description

Sutherland Global Services is seeking a dynamic and strategic-thinking person to join us as an Operations Leader overseeing one of our growing programs within the Tech Vertical. We are a group of forward-thinking and hard-working 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!

Service Delivery/Operations Leaders in this role get to:

Oversee one of our growing programs within our tech vertical with delivery centers in the United States, Canada and Jamaica.Operational responsibility for over 700 employeesProvide strategies in developing solutions and process improvement, as well as produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observationsPerform strategic analysis is business performance data to address business needs; drive financials to ensure results and commitments are metEffectively manage time and keep track of multiple schedules, meetings and initiativeFormulate a proactive approach in developing trust and professional rapport with employees and team membersOversee the design, development, and implementation strategies of quality improvement initiatives; translate knowledge of subject and business needs into clear strategic business plans, as well as manage performance and service quality, to guarantee customer satisfaction

Qualifications

Our most successful candidates will have:

10+ years of senior leadership/management experience within the BPO industry; experience managing customer/tech support is highly preferredBachelor's Degree or higherExperience managing LOBs across multiple countries and/or geographiesExcellent client management skills, including communication, presentations, and use of organization structure to deliverAbility to be travel as needed in Sutherland geographies and client sitesStrong analytical skills: be able to interpret data, identify trends, and make suggestions for improvementsUnderstanding and use of contact center technology systems. For example, automation systems, chat bots, self-help, knowledge management, CRM, IVR and connectivity platforms

Additional Information

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.