Sr Manager - Sales Operations

About the position

Operations Manager for Sales in this role get to: 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.

Responsibilities

• Establish and maintain communication with clients and/or team members.
• Produce solid and effective strategies based on accurate and meaningful data reports and analysis.
• Make recommendations to enhance processes and boost ease and efficiency.
• Oversee and manage performance and service quality to guarantee customer satisfaction.
• Determine training needs to equip staff with fundamental skills and knowledge.

Requirements

• 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.
• Experience in managing people, should not be only cross-functional experience.
• Have managed to 450 FTE’s as minimum.
• Performance management experience.
• Analytical ability to read and understand data trends.
• Experience in creating/understanding various incentive models.
• Experience in mentoring supervisors and coaches.
• Good understanding of people metrics and experience discussing them.
• Experience in client-facing operations.

Nice-to-haves

• Experience in managing retention and sales programs.
• Managed global customers – US.