Company Description: Sutherland is seeking an attentive and goal-oriented person to join us as an Account Manager .
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: Responsibilities: Monitor customer service metrics: response time, first-call resolution, customer satisfaction, etc.
and develop strategies to improve these metrics.
Analyze customer feedback and identify areas for improvement in a customer service operations environment.
Collaborate with cross-functional teams to improve customer processes and systems.
Ensure compliance with company policies and procedures, as well as legal and regulatory requirements.
Stay up-to-date with industry trends and best practices.
Qualifications: Our most successful candidates will have: A Bachelor's Degree holder preferred but not required.
Three years operations and management experience; Process transformation experience -good to have.
Four to Five years experience and knowledge in supporting financial/banking programs as a customer service line of business.
Experience of managing, directing associates/sr associates, team manager resources with span of 100 for Manager.
Experience and knowledge in managing customer service KPIs such as AHT and NPS/CSAT.
Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner Excellent working knowledge of MS Office applications.
Ability to work in a fast-paced, dynamic environment.
Additional Information: All your information will be kept confidential according to EEO guidelines.
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