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 DescriptionManagers in this role get to: Impact the Bottom Line: Drive the performance of a team of Consultants, meeting and exceeding all KPI targets. Strengthen Relationships: Manage attrition, shrinkage, and other critical metrics of the team. Influence the Lives of Others: Coach and mentor Consultants, providing feedback and performance management. Keep Management Updated: Inform leadership on the latest trends of end-user customers and provide feedback to Ops Managers. Define Sutherland's Reputation: Drive organizational initiatives within the team from time to time; Utilize Salesforce instance to document all support interactions and advance issues to other support teams per documented processes; Analyze and advance complex technical issues to support the team; Ensure customer feedback is properly channeled into Product Management and Research & Development; Identify opportunities to improve or add content to the Nessus Support Knowledgebase and work with the support team to get the content added so it can be re-used; Work closely and build relationships with the rest of the team, including Sales, Customer Advocacy, Research & Development, and Operations; Manage and mentor a team of technical support engineers, providing regular coaching and performance feedback; Oversee the daily operations of the support team, ensuring adherence to service level agreements (SLAs) and quality standards; Develop and implement support strategies, processes, and procedures to improve efficiency and customer satisfaction; Monitor key performance indicators (KPIs) and report on team performance to senior management; Handle escalated customer issues and act as a point of contact for high-priority technical problems; Utilize Salesforce instance to document all support interactions and advance issues to other support teams per documented processes; Analyze and advance complex technical issues to support the team; Ensure customer feedback is properly channeled into Product Management and Research & Development; Identify opportunities to improve or add content to the Nessus Support Knowledgebase and work with the support team to get the content added so it can be re-used; Work closely and build relationships with the rest of the team, including Sales, Customer Advocacy, Research & Development, and Operations; Manage and mentor a team of technical support engineers, providing regular coaching and performance feedback; Oversee the daily operations of the support team, ensuring adherence to service level agreements (SLAs) and quality standards; Develop and implement support strategies, processes, and procedures to improve efficiency and customer satisfaction; Monitor key performance indicators (KPIs) and report on team performance to senior management; Handle escalated customer issues and act as a point of contact for high-priority technical problems.
QualificationsOur most successful candidates will have: - A Bachelor’s degree or Associate Degree; Minimum of 2 years’ experience in supporting a tech program; Experience in managing a team of 10 to 12 agents; Working knowledge of networking, Linux/Unix, macOS, Windows administration, patch deployment and system configuration; Be able to work in MS Office; Be able to work in a fast-paced environment; Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player; Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements; Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
Additional InformationDemonstrated leadership/people manager skills; the ability to take the lead in making improvements and resolving issues; Knowledge of metrics, their measurements, thresholds, targets and process owners; Strong customer-orientation when managing communications and issues; Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives; People management expert: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale boosting exercises; A pro-active attitude towards developing trust and professional rapport with team members; the ability to be a team-player.
