**Contract Type**: - Brick and Mortar **Location**: - Bogotá - //BOGOTA **Date Published**: - 06-09-2025 **Job ID**: - REF31925P Company Description: Sutherland is seeking an organized and goal-oriented person to join us as an **Senior Operations Manager.** We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! **Job Description**: **Responsibilities**: 1. Managing Cluster/Community Performance - Complete weekly coaching sessions and call audits. - Complete weekly huddles and come up with Team strategy to achieve operational goals. - Partner with Operations Manager on Continuous Improvement activities, training and action plans. 2. Client advocate - Accomplish weekly deliverables, such as: - Coaching compliance inclusive of RCAs and action Plans - Team attendance infractions insights thru internal Sutherland attendance tool. - Provide ideas that can help the client improve their product, business, processes and/or policies. 3. People Management - Set up accountability discussions on attendance and performance challenges. - Determine training needs to equip staff with fundamental skills and knowledge. - Keep employees in the loop for any internal and external updates Qualifications: - A Bachelor’s Degree is preferred but not required. - +5 years of operations and management experience; process transformation experience. - Experience in handling omnichannel LOBs. - Experience in managing, and directing associates/sr associates, team manager resources spanning 100 for Manager. - Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements - Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues - Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives - Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner. Internal: - Must have FY24 PDP rating of Exceeds(4) Expectations or Outstanding(5) - Tenure of at least 18 months - No Active DA Additional Information: All your information will be kept confidential according to EEO guidelines.