DESCRIPTION
Responsibilities:
- Oversee and maintain accountability for Key Performance Indicator (KPI) performance across all aspects of the account.
- Develop and implement strategic staffing and capacity planning initiatives to ensure optimal resource allocation.
- Design and execute comprehensive training programs to enhance team capabilities and maintain service excellence.
- Direct day-to-day operations with a focus on efficiency, productivity, and adherence to established protocols.
- Implement and manage robust quality assurance measures to maintain the highest standards of service delivery.
- Produce and analyze detailed reports on account performance, identifying trends and recommending data-driven improvements.
- Foster a culture of employee engagement and professional development within the team.
- Serve as the primary liaison between various stakeholders, including front-line consultants, Team Managers, senior leadership, and the client.
- Ensure strict compliance with all contractual obligations and internal policies.
- Proactively identify and mitigate potential risks to account performance and client satisfaction.
- Collaborate effectively with Key Departments and stakeholders.
REQUIREMENTS
Requirements:
- A university degree is essential.
- Fluent in Romanian and English.
- Proficiency in Czech and/or German languages will be considered as an advantage.
- Demonstrable proficiency in computer applications is mandatory, including advanced skills in MS Word, MS Excel, MS PowerPoint, and extensive knowledge of internet-based technologies.
- Fluency in English is required
- A minimum of 4-5 years of relevant experience in BPO industry or similar, demonstrated experience in people and stakeholder management.
- Proven track record in managing large teams and implementing organizational change management strategies.
- Exceptional communication skills, both written and verbal, with the ability to deliver high-level presentations.
- Demonstrated capacity to efficiently manage time and simultaneously oversee multiple schedules, meetings, and initiatives.
- Proven ability to conceptualize, develop, and execute highly effective service delivery strategies.
Demonstrated proficiency in cross-cultural negotiations and remote communication.
Ability to travel between Sutherland's sites.
OFFER
What we offer:
- Long-term job security with a permanent contract
- Additional health and life insurance coverage
- Relocation support to Bulgaria
- Generous annual leave
- Food vouchers and paid breaks
- Competitive salary and clear career progression
- World-class on-the-job training
- Work in a cozy office in Ruse
All your information will be kept confidential according to EEO guidelines.
