Associate Manager - Account Management

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.

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

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