Sutherland
Manager - Sales (Pipeline)
This job is now closed
Job Description
- Req#: REF8112Q
- Three years of operations and management experience; Process transformation experience required
- Inbound contact center experience with Sales as primary KPI and productivity [On any model as Service level, SIR, Volume focused, Line Adherence, FTE]
- Experience in managing people, should not be only cross functional experienced. People management + Sales expertise would be ideal
- Performance management – how does one derive at actions to be taken if certain KPI is failing [Preferably if the person can talk through a real scenario from their existing role]
- Analytical ability to read and understand data trends, most importantly the logics on how generic call center metrics are arrived
- Experience in creating / understanding of various incentive models, spiffs run during his/her experience in previous role
- Experience in mentoring supervisors, coaches
- Good understanding on people metrics and if can discuss through any of his/her experiences around this
- Experience in client facing for operations
- Preferred not must – Experience in managing retention and sales programs
Company Description
Sutherland is seeking a leadership-oriented and self-motivated person to join us as a Manager for Sales. We are a group of driven 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!
Job Description
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 and 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.
Qualifications
Our most successful candidates will have:
Additional Information
All your information will be kept confidential according to EEO guidelines.
About the company
Sutherland is a business process transformation company that rethinks & rebuilds business processes for the digital age. Learn more here.
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