About the company
Sutherland is a global digital transformation company specializing in Artificial Intelligence, Automation, Cloud Engineering, and Advanced Analytics. We work with global iconic brands, providing unique value through market-leading technologies and business process excellence.
Responsibilities
- Impact the Bottom Line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
- Build the Company: Partner with all divisions across all segments in efforts to improve and drive performance.
- Define Sutherland’s Reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
- Take the lead: Perform strategic analysis on business performance data to address Plan Sponsor needs; drive financials to ensure results and commitments are met.
- Improve the Company: Make recommendations to enhance processes and boost ease and efficiency.
- Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
- Drive Sutherland Forward: Oversee the design, development, and implementation strategies of quality improvement initiatives; translate knowledge of subject and business needs into clear strategic business plans.
Requirements
- Experience managing a workforce of 300+ employees within the contact center or BPO industry.
- 8+ years of progressive management experience, with 5 years of managing service delivery for an account.
- Strong understanding of both Customer Service and Sales operations.
- Proven experience in performance management across Egypt-based lines of business, with potential future responsibility for Jamaica.
- Previous experience in the retail sector is an advantage.
- Hands-on experience managing both voice and digital channels, including chat and SMS.
- This is an onsite role based in Alexandria. Candidates must currently be based in Alexandria, as relocation support is not available.