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

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 HR
• Identify key issues /concerns /suggestions and report them to the manager
• Maintain the team’s headcount by raising requests for hiring based on requirement, and requests for separating employees based on performance
• Maintain the team by providing feedback on performance, productivity, and behavior, areas of improvement as well as areas of excellence
• Conduct employees’ reviews every week and provide feedback on the coaching tool.
• Conduct monthly reviews and document all information in the coaching tool
• Track 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 time
• Ensure 100% schedule adherence from the team members
• Analyse, identify and report positive/negative shifts in Customer Satisfaction metrics for all surveys received on daily basis
• Meet the specific targets with respect to the Key Result Areas on Customer Satisfaction, Productivity and People
• Ensure that there is root cause information available on any volume increases higher than 105% above the locked forecast
• Ensure that any new issues are reported to Tier 2, other TMs and management with supporting data
• Devise and implement action plans for any failing metrics
• Discuss 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 basis
• Coordinate 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 weeks
• Document and capture all events daily
• Follow any updates/processes and complete all given tasks within the time specified
• Perform other lawful tasks delegated by the management
• Follow the hierarchy structure for escalation of any issues related to work
• Adhere to the rules and regulations of the company
• Adhere to the non-disclosure agreement

Requirements:

• 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 French
• Previous experience as a supervisor or team leader in a contact/call/support centre
• Excellent communication skills
• Willingness or skills for a customer-oriented job
• Proven track showing their organization skills
• Third Western European language is a plus, particularly Dutch or German

What we offer:

• Long-term job security with permanent contract
• Hybrid model of working
• Additional health insurance and life insurance
• Food vouchers
• Regular shifts, Mon-Fri
• Competitive salary + extra bonuses
• World-class on-the-job training
• Multisport card partially covered by the company
• You will become part of a recognized international market leader and can enrich your CV
• An ambitious corporate culture that encourages internal promotions and professional development
• Team building and social activities, volunteer participation, charity events and much more
• Apply and you will get the full broad information about your possibilities with us

All applications will be treated strictly confidential. Only short-listed candidates will be contacted

All your information will be kept confidential according to EEO guidelines.