Job Summary

Sutherland Global Services Ltd is seeking a dedicated and detail-oriented Lead for our Trans Processing / Non-Voice Process team. This role is crucial in managing non-voice operations while ensuring high-quality service delivery to our clients. The ideal candidate will oversee daily operations, provide team leadership, and implement process improvements to enhance efficiency and effectiveness.

Key Responsibilities

• Team Leadership: Supervise a team of non-voice processing agents, providing guidance and support to ensure high performance and employee engagement.
• Process Management: Monitor daily operations, ensuring that all processes are carried out according to established guidelines and client requirements.
• Quality Assurance: Conduct regular audits and evaluations of processes to maintain high-quality standards. Develop corrective actions as needed.
• Training and Development: Facilitate training sessions for new hires and ongoing training for existing staff to promote skill enhancement and knowledge retention.
• Performance Analysis: Analyze team performance metrics and prepare reports for management, identifying trends and recommending improvements.
• Client Interaction: Collaborate with clients to understand their needs and expectations, ensuring that our processes align with their business objectives.
• Continuous Improvement: Identify areas for process enhancement and implement solutions to improve efficiency and effectiveness.

Required Skills and Qualifications

• Bachelors degree in Business Administration, Operations Management, or a related field.
• Proven experience in a lead or supervisory role within non-voice processes.
• Strong understanding of process management principles and quality assurance practices.
• Excellent communication and interpersonal skills to foster teamwork and collaboration.
• Proficiency in using data analysis tools and software to monitor performance metrics.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Experience

• Minimum of 3-5 years of experience in non-voice processing or a related field, with at least 1-2 years in a leadership position.
• Experience in a BPO or shared services environment is preferred.

Working Hours

• This is a full-time position, typically requiring 40 hours per week. Flexibility may be needed to accommodate team and client requirements.

Knowledge, Skills, and Abilities

• Strong analytical and problem-solving skills to assess performance and implement changes.
• Ability to motivate and mentor team members effectively.
• Familiarity with relevant software tools and platforms used in non-voice processes.
• Knowledge of industry trends and best practices in operational management.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Opportunities for professional development and career advancement.
• Work-life balance initiatives, including flexible scheduling options.
• Employee wellness programs and support.

Why Join Sutherland Global Services Ltd?

At Sutherland Global Services Ltd, we value our employees and strive to create an inclusive and dynamic workplace. Joining our team means becoming part of a global network of professionals dedicated to delivering exceptional service and fostering innovation. We believe in empowering our employees to grow, learn, and make a significant impact on both our clients and the community.

How to Apply

Interested candidates are encouraged to submit their resume and a cover letter outlining their qualifications and experience relevant to this role. Please visit our careers page to apply and learn more about our company and culture.