Sutherland is seeking an organized and goal-oriented person to join us as Sr Manager, Manager, TM and SME – Travel Vertical. We are a group of driven and supportive 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!

Responsibilities:

1. Managing Cluster/Community Performance

• Complete weekly coaching sessions and call audits.
• Complete weekly huddles and come up with Team strategy to achieve operational goals.
• Partner with Operations Manager on Continuous Improvement activities, training and action plans.

2. Client Advocate

• Accomplish weekly deliverables, such as: ·  Coaching compliance inclusive of RCAs and action Plans
• Team attendance infraction insights through internal Sutherland attendance tool.
• Provide ideas that can help the client improve their product, business, processes and/or policies.

3. People Management

•  Set up accountability discussions on attendance and performance challenges.
• Determine training needs to equip staff with fundamental skills and knowledge.
• Keep employees in the loop for any internal and external updates.