22000299_en - senior Manager - ceSutherland

https://sutherland.taleo.net/careersection/2/jobdetail.ftl?job=22000299&lang=en
PH
Job Description:
As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years.
Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world. To learn more, please visit us at www.sutherlandglobal.com.
Sutherland is seeking a dynamic and goal-oriented person to join us as Customer Experience Manager.
If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
As a Customer Experience Manager, you will be ensuring the calibration and alignment of Sutherland with our customer's quality and customer experience processes.
You will also be responsible for;
The Customer Experience Manager looks after the overall activities of the program Customer Experience (CE) Team that includes CE Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment • Champions program implementation of Continuous Improvement Framework • Own deployment and completion of CE delivery plan for the program • Observations and Customer Experience (survey) results to improve performance Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns
Manage team productivity and effectiveness using a structured approach to manage performance • Deliver process-level insights to stakeholders and have expertise in data analysis using CE Execute people development initiatives for CE Specialists using standard practices and provide an opportunity for team members to constantly improve • Responsible in communicating with all program stakeholders (clients/department heads and members) to represent CE Team.
Qualifications:
To succeed in this position, you must have;
At least 5 years of work experience in related business. ( Quality. CE)
At least 2 years of experience as a Manager.
Strong Quality Operations and Process Improvement Analysis.
Demonstrative skills in MS Office programs.
Strong analytical skills.
Strong English verbal and written communication skills. • Strong work ethics, integrity, flexibility, diversity, customer service orientation, leadership/coaching skills.
Sutherland

Tarlac City, Tarlac
Permanent
Full-time