Operations Manager - Tech Sales (Webhosting)
- Pampanga
- Permanent
- Full-time
- 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 Sutherland’s 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.
- A Bachelor’s Degree is preferred but not required.
- Three years of operations and management experience; Process transformation experience required.
- Inbound contact center experience with Sales as primary KPI and productivity[On any model such as Service level, SIR, Volume focused, Line Adherence, FTE].
- Experience in managing people – should not be only cross-functional experience. People management + Sales expertise would be ideal.
- Have managed a minimum of 150 FTEs.
- Performance management – ability to derive actions if a KPI is failing[Preferably if the person can talk through a real scenario from their existing role].
- Analytical ability to read and understand data trends, especially the logic behind call center metrics.
- Experience in creating/understanding various incentive models, and spiffs run in prior roles.
- Experience in mentoring supervisors and coaches.
- Good understanding of people metrics and ability to discuss past experiences with these.
- Experience in client-facing operations.
- Preferred, not required – Experience in managing retention and sales programs.