Director | Service Delivery Management | Alexandria | Retail Vertical

Sutherland is seeking a dynamic and strategic-thinking person to join us as the Director of Service Delivery overseeing one of our growing Retail programs! This position will be based onsite in Alexandria. 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!

Directors in this role get to:

• Impact the Bottom Line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
• Build the Company: Partner with all divisions across all segments in efforts to improve and drive performance.
• Define Sutherland’s Reputation: Oversee and manage performance and service quality to guarantee customer satisfaction Take the lead: Perform strategic analysis is business performance data to address Plan Sponsor needs; drive financials to ensure results and commitments are met.
• Improve the Company: Make recommendations to enhance processes and boost ease and efficiency.
• Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
• Drive Sutherland Forward: Oversee the design, development, and implementation strategies of quality improvement initiatives; translate knowledge of subject and business needs into clear strategic business plans.

Our most successful candidates will have:

• Experience managing a workforce of 300+ employees within the contact center or BPO industry.
• 8+ years of progressive management experience, with 5 years of managing service delivery for an account
• Strong understanding of both Customer Service and Sales operations.
• Proven experience in performance management across Egypt-based lines of business, with potential future responsibility for Jamaica.
• Previous experience in the retail sector is an advantage.
• Hands-on experience managing both voice and digital channels, including chat and SMS.
• This is an onsite role based in Alexandria.
• Candidates must currently be based in Alexandria, as relocation support is not available.