Managers in this role get to:
Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance, and attrition.
Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery.
Influence the lives of others: Develop, train, and manage team members.
Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions.
Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports, analysis, and/or keen observations.
Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
Keep leaders informed: Relay important information in the form of timely and accurate reports.
