Manager - Sales Operations

Job Description

Operations Manager for Sales in this role gets 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 Sales.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.
Qualifications

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 [On any model as Service level, SIR, Volume focused, Line Adherence, FTE].Experience in managing people, should not be only cross-functional experience. People management + Sales expertise.Have managed to 250 FTEs as minimum.Performance management – how does one derive actions to be taken if a 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 and, most importantly the logic on how generic call center metrics arrive.Experience in creating/understanding various incentive models, and spiffs run during his/her experience in the previous role.Experience in mentoring supervisors, and coaches.Good understanding of people metrics and if can discuss any of his/her experiences around thisExperience in client-facing operations.Preferred – Experience in managing retention and sales programs.Preferred – Managed global customers – US, EMEA, APAC.

Additional Information

All your information will be kept confidential according to EEO guidelines.