Associate Manager - Account Management

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

Associate Managers in this role get to: 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.

Qualifications

Qualification:

Minimum of 5 years of relevant work experience acquired in operations, of which at least 2 years must be in a senior-level management role managing 100+ employees.

Proven ability in managing a multi-cultural workforce is required.

Previous technical operations experience will be considered an advantage.

Ability to innovate and come up with new ideas.

Up-to-date knowledge of contact center technologies, workforce applications, reporting, quality, and monitoring tools.

Professional knowledge of spoken and written in German (C1) + English (at least B2).

The ability to bring analytical rigor, structure, and solutions to problematic areas.

Experience in turning around red projects will be an advantage.

Business Thinker, focused on execution and paving the way for the growth of Analytics Services in the areas of focus

Bachelor's/Мaster’s degree

Additional Information

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