Job Description :

Sutherland is seeking an attentive and analytical, accountable, dynamic & people person to join us as an Associate Manager – Service delivery to be responsible for overseeing the customer deliverables, process maintenance & improvement, and people management as a part of service delivery. We are a group of dynamic and driven 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!

Associate Managers In This Role Get To

Keep Management Updated: Relay vital information in the form of timely and accurate reports.

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; provide coaching and feedback to CSRs.

Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.

Take the Lead: Monitor Work queues/e-mails as per defined sample plan and targets; report out any outage and take necessary action; perform RCA and take corrective actions for defects identified during monitoring; drive KPI improvement initiatives across program; focus on SLA to meet the client satisfaction; to be able to meet the Shrinkage and Attrition goal set by the company; to be self-motivated to involve in self and team development.

Qualifications :

Our most successful candidates will have:

• Mandarin Language Expertise with HSK4/ HSK or equivalent.
• Required Qualification: Graduate/Equivalent experience
• Overall Years of Experience and required Skill Sets: Minimum 2-3 years of the Team handling
• Be able to work in a fast-paced environment
• Have good working knowledge in MS Office applications: Word, Excel, & PPT
• Be able to adjust quickly and smoothly to changing priorities and conditions
• Have the ability to interpret data, identify trends, and make suggestions for improvements
• As an Associate Manager, you should have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
• Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
• Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner