Company Description

About Sutherland: 

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

Job Description

Employees in this position have the following duties and responsibilities:

Plan schedules for your teams 3 months in advance: Shrinkage should be maintained under 12%, from which unplanned leave should be less than 4%Identify any people issues which could lead to employees resigning and alert your manager and HRIdentify key issues /concerns /suggestions and report them to the managerMaintain the team’s headcount by raising requests for hiring based on requirement, and requests for separating employees based on performanceMaintain the team by providing feedback on performance, productivity, and behavior, areas of improvement as well as areas of excellenceConduct employees’ reviews every week and provide feedback on the coaching tool.Conduct monthly reviews and document all information in the coaching toolTrack and maintain all feedback given to all employees reporting to you: this should be a soft copy dossier which should be available for review at any given timeEnsure 100% schedule adherence from the team membersAnalyse, identify and report positive/negative shifts in Customer Satisfaction metrics for all surveys received on daily basisMeet the specific targets with respect to the Key Result Areas on Customer Satisfaction, Productivity and PeopleEnsure that there is root cause information available on any volume increases higher than 105% above the locked forecastEnsure that any new issues are reported to Tier 2, other TMs and management with supporting dataDevise and implement action plans for any failing metricsDiscuss with the other TMs/manager any plans or actions which might affect the quality, volume, customer satisfaction, customer understanding, or team discipline before it is placed into action.Track and report progress of all action plans on a weekly basisCoordinate with the shared resources on reports and databases to ensure accuracy of information.Publish a stack ranking of your team members every month, with informal publication of trends every two weeksDocument and capture all events dailyFollow any updates/processes and complete all given tasks within the time specifiedPerform other lawful tasks delegated by the managementFollow the hierarchy structure for escalation of any issues related to workAdhere to the rules and regulations of the companyAdhere to the non-disclosure agreement

Qualifications

Our most successful candidates will have:

University degree (technical - Computer systems; non-technical - Philology, Economics)Particularly good computer literacy is compulsory (MS Word, MS Excel, MS PowerPoint, advanced knowledge of Internet)Advanced knowledge of English and a GermanPrevious experience as a supervisor or team leader in a contact/call/support centreExcellent communication skillsWillingness or skills for a customer-oriented jobProven track showing their organization skillsThird Western European language is a plus, particularly Dutch or French

Additional Information

What we offer:

Long-term job security with permanent contractHybrid model of workingAdditional health insurance and life insuranceFood vouchersRegular shifts, Mon-Fri Competitive salary + extra bonusesWorld-class on-the-job trainingMultisport card partially covered by the companyYou will become part of a recognized international market leader and can enrich your CVAn ambitious corporate culture that encourages internal promotions and professional developmentTeam building and social activities, volunteer participation, charity events and much moreApply and you will get the full broad information about your possibilities with us