Performance Improvement Lead

4 days ago


Johannesburg, Gauteng, South Africa Sutherland Full time
About the Role

Sutherland is a dynamic organization looking for a talented individual to join our team as an Associate Manager – Service Delivery. If you have a strong analytical mindset, excellent communication skills, and a passion for process improvement, we want to hear from you

Main Responsibilities:
  1. Analytical Skills: Interpret data, identify trends, and make suggestions for improvements.
  2. Coaching and Feedback: Provide coaching and feedback to CSRs, ensuring they have the tools and support needed to succeed.
  3. Client Satisfaction: Focus on achieving client satisfaction, meeting shrinkage and attrition goals set by the company.
  4. Relationship Building: Establish and maintain strong relationships with clients and team members, understanding needs, resolving issues, and meeting expectations.
  5. Results Focused: Focus on achieving outcomes and results, including meeting client satisfaction, shrinkage, and attrition goals.


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