Associate Customer Support

Job Description

Managers in this role get to:

• Impact the Bottom Line: Drive the performance of a team of Consultants, meeting and exceeding all KPI targets and revenue objectives.
• Strengthen Relationships: Manage attrition, shrinkage, and other critical metrics of the team while fostering a collaborative work environment.
• Influence the Lives of Others: Coach and mentor Consultants, providing constructive feedback and comprehensive performance management to support career development.
• Keep Management Updated: Inform leadership on the latest trends of end-user customers and provide actionable feedback to Ops Managers for continuous improvement.
• Define Sutherland's Reputation: Drive organizational initiatives within the team from time to time, ensuring alignment with company values and standards.
• Monitor Quality and Compliance: Oversee quality assurance processes, conduct regular audits, and ensure the team adheres to all company policies, procedures, and regulatory requirements.
• Optimize Team Performance: Analyze performance data, identify process inefficiencies, and implement solutions to enhance productivity and customer satisfaction scores.
• Manage Scheduling and Resources: Coordinate team schedules, manage workload distribution, and allocate resources effectively to meet service level agreements and operational demands.

Qualifications

**Qualifications**

Our most successful candidates will have:

**Required Qualifications:**

• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)
• Ability to thrive in a fast-paced, dynamic environment with competing priorities
• Strong analytical skills with the ability to interpret data, identify trends, and make actionable recommendations for improvement
• Excellent verbal and written communication skills; ability to communicate in a clear, constructive, and professional manner
• Proven ability to work collaboratively as a team player while building trust and professional rapport with colleagues and team members
• Demonstrated problem-solving skills and attention to detail in managing multiple tasks simultaneously
• Customer service experience or background in a support-oriented role

**Preferred Qualifications:**

• Previous supervisory, team lead, or management experience
• Familiarity with quality assurance processes and performance metrics
• Experience with workforce management or scheduling systems
• Knowledge of customer relationship management (CRM) principles and practices
• Certification in customer service, management, or related field
• Experience coaching, mentoring, or developing team members

Additional Information

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