Sutherland

5 days ago

Associate Manager - Account Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Lead account management and service quality by keeping management updated with timely reports, analyzing data, and driving KPI improvements. Oversee performance and customer satisfaction through coaching and feedback for customer service representatives. Monitor queues and emails, report outages, perform root cause analysis, and implement corrective actions. Maintain strong client and team communication to resolve issues, meet expectations, and support SLA, shrinkage, and attrition targets.

Location: Kosovo

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Relay timely and accurate operational reports to management and use meaningful data/observations to produce effective strategies.
•Oversee and manage performance and service quality to guarantee customer satisfaction; provide coaching and feedback to CSRs.
•Establish and maintain communication with clients and/or team members to understand needs, resolve issues, and meet expectations.
•Monitor work queues/emails against defined plans and targets, report outages, and take necessary action.
•Drive KPI improvement initiatives, focus on SLA delivery, and support shrinkage and attrition goals through RCA and corrective actions.

Key Requirements

•Minimum 5 years of relevant operations experience, including at least 2 years in a senior management role managing 100+ employees.
•Proven ability to manage a multi-cultural workforce.
•Up-to-date knowledge of contact center technologies, workforce applications, reporting, quality, and monitoring tools.
•Professional knowledge of spoken and written German (C1) and English (at least B2).
•Analytical rigor to structure and solve problematic areas; experience turning around red projects is an advantage.

Experience:5+ yearsOperationsContact centerContact center technologiesWorkforce management

Education:Bachelor's

Skills:CoachingCommunicationAnalytical rigorProblem-solvingExecution

Languages:GermanEnglish

Tech Stack:Contact center technologiesWorkforce applicationsReportingQuality and monitoring tools

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor

Loading job details...

Preparing the role view and application actions.

Sutherland

5 days ago

Associate Manager - Account Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Location: Kosovo

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Relay timely and accurate operational reports to management and use meaningful data/observations to produce effective strategies.
•Oversee and manage performance and service quality to guarantee customer satisfaction; provide coaching and feedback to CSRs.
•Establish and maintain communication with clients and/or team members to understand needs, resolve issues, and meet expectations.
•Monitor work queues/emails against defined plans and targets, report outages, and take necessary action.
•Drive KPI improvement initiatives, focus on SLA delivery, and support shrinkage and attrition goals through RCA and corrective actions.

Key Requirements

•Minimum 5 years of relevant operations experience, including at least 2 years in a senior management role managing 100+ employees.
•Proven ability to manage a multi-cultural workforce.
•Up-to-date knowledge of contact center technologies, workforce applications, reporting, quality, and monitoring tools.
•Professional knowledge of spoken and written German (C1) and English (at least B2).
•Analytical rigor to structure and solve problematic areas; experience turning around red projects is an advantage.

Experience:5+ yearsOperationsContact centerContact center technologiesWorkforce management

Education:Bachelor's

Skills:CoachingCommunicationAnalytical rigorProblem-solvingExecution

Languages:GermanEnglish

Tech Stack:Contact center technologiesWorkforce applicationsReportingQuality and monitoring tools

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor