About the company
Sutherland is a global digital transformation company that provides market-leading technologies and business process excellence. We work with iconic brands, leveraging AI, automation, cloud engineering, and advanced analytics to drive innovation and scalable business transformation.
Responsibilities
- Lead, motivate, and develop frontline employees to achieve operational and customer service objectives.
- Serve as the primary point of contact for employees and provide guidance in the absence of management.
- Foster a positive, high-performance culture focused on accountability, collaboration, and customer satisfaction.
- Drive employee engagement and team-building initiatives.
- Conduct regular coaching sessions, performance reviews, and feedback discussions.
- Create and execute individual development plans to enhance employee capabilities.
- Identify skill gaps and coordinate training, cross-training, and upskilling opportunities.
- Mentor team members and support their professional growth.
- Manage daily operations to ensure service levels, productivity, attendance, and quality expectations are achieved.
- Monitor workflow and staffing requirements while partnering with Workforce Management and Operations teams.
- Ensure compliance with Lenovo policies, processes, and operational standards.
- Support recruitment, onboarding, and training activities for new hires.
- Monitor and analyze key performance indicators (KPIs), productivity, quality, and customer satisfaction metrics.
- Generate and communicate performance reports to leadership and stakeholders.
- Identify performance trends and implement action plans to improve results.
- Drive accountability and ensure achievement of operational targets.
- Support the resolution of customer escalations and complex issues.
- Ensure consistent delivery of high-quality customer service and technical support.
- Provide guidance to team members on customer interactions and issue resolution.
- Promote a customer-centric culture that prioritizes satisfaction and loyalty.
- Participate in process improvement initiatives and operational excellence projects.
- Recommend and implement solutions to improve efficiency, quality, and overall performance.
- Collaborate with cross-functional teams on business and customer support initiatives.
- Support organizational change management activities when required.
Requirements
- Required qualifications not fully listed in the posting.