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:

• 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. 

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.