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Associate Manager ? Service Delivery @ Sutherland Global

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 Associate Manager ? Service Delivery

Job Description


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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 andor 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 andor team members; understand needs, resolve issues, and meet expectations.
Take the Lead: Monitor Work queuese-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 Qualification: GraduatePost-Graduate

  • Have Overall Years of Experience and required Skill Sets: Minimum 6-7 years

  • Be attentive to details

  • 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 ability to interpret data, identify trends, and make suggestions for improvements

  • 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

    • &

Job Classification

Industry: IT-Software, Software Services
Functional Area: Sales, Retail, Business Development,
Role Category: Corporate Sales
Role: Corporate Sales
Employement Type: Full time

Education

Under Graduation: Any Graduate in Any Specialization
Post Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required, Any Doctorate in Any Specialization

Contact Details:

Company: Sutherland Global
Location(s): Kochi

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Keyskills:   Analytical skills RCA Client satisfaction Customer satisfaction Team development Service delivery management Management Service Delivery Associate MS Office

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Sutherland Global

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