List of Open Positions by Sutherland
Operations Manager for Sales in this role get to:Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.Improve the company: Make recommendations to enhance processes and boost ease and efficiency.Define Sutherland’s reputation: Overse...
As a Team Manager, you will set the path to success by managing performance and service quality to guarantee customer satisfaction. You are also expected to:Establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectationsProduce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations that would impact the bottom lineIdentify the training needs that will equip the st...
HR Generalists in this role get to:Shape workplace culture: Present and model HR philosophy and policiesBe the expert: Provide policy interpretation guidance to employeesStrengthen relationships: Resolve employee relations issues timely through appropriate coaching and counselingKeep Sutherland aligned: Resolve issues with employees in regard to adherence with company policies and proceduresSet the path to success: Assist with the planning, preparation, hosting and administration of regularly sc...
What You’ll DoAs a Team Manager, you will lead, inspire, and develop a team of customer service professionals supporting a global travel account.Key Responsibilities:Drive Team Performance: Lead a team to meet and exceed KPIs (CSAT, AHT, SLA, Quality, Productivity)Coach & Develop Talent: Provide consistent feedback, coaching sessions, and performance improvement plansDeliver Business Results: Analyze reports, identify trends, and implement data-driven strategiesClient &am...
Sutherland is seeking an organized and goal-oriented person to join us as a Trainer. 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!As a Trainer, you will deliver and evaluate soft & technical skills training on all aspects of client training. you are also expected to:Create, facilitate and/or revise training materials and documents to equip...
We're scaling a fast-growing mortgage servicing operation and need a QA Manager who can turn customer experience data into measurable NPS and first-contact-resolution gains across our Clark and Tulsa sites.
This isn't a checklist-auditing role. We're looking for someone who understands that NPS is driven by resolution, not just call handling — and who can build the coaching, scorecards, and feedback loops that actually move the needle in a ramping operation. What you'll own Design and...
About the RoleThe Lead – SD Management (SME) plays a critical role in driving capability building, performance excellence, and operational readiness within the Mortgage Servicing line of business. This role is responsible for designing and delivering training programs, conducting deep performance analysis, and partnering with cross-functional teams to improve productivity, quality, and customer experience outcomes.You will act as a subject matter expert (SME) and performance enabler, ensuring fr...
Be the primary point of contact for our Business-to-Business customers through voice, email & Chat.Provide timely, accurate, and professional support while maintaining service-level agreements (SLAs).Take full ownership of each interaction with proactive problem-solving and excellent customer service.Handle sensitive issues with a positive and empathetic approach, always portraying the brand in a positive light.Maintain customer records and call documentation in our systems with precision.Me...
We are looking for a Reports Analyst.Should be analytical and an excellent communicator with quantitative skills.
Managers in this role get to:Impact the Bottom LineDrive and manage the overall performance of a team of Consultants.Ensure achievement and consistent delivery of all operational and client KPI targets.Identify performance gaps and implement action plans for continuous improvement.Strengthen Relationships & Team EngagementManage attrition, shrinkage, attendance, and other critical workforce metrics.Foster a culture of accountability, collaboration, and high employee engagement.Build strong w...
Managing Team Performance: Improve team performance on 1st Party Collections KPIs through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activitiesAccomplish weekly deliverables, such as:Coaching compliance inclusive of RCAs and action Plans.Weekly Audit requirement and call scrubbingsTeam attendance infractions insights thru internal Sutherland attendance too...
Role OverviewSeeking detail-oriented specialists to support data annotation for a global technology platform. The role involves reviewing, labeling, and classifying datasets to support AI/ML models, abuse detection, and operational intelligence initiatives.Key ResponsibilitiesReview, classify, and annotate data as per defined policies and quality standardsSupport spam, phishing, and mail abuse detection initiativesWork across multiple tools, dashboards, and workflows simultaneouslyIdentify anoma...
Role Summary:
Support email operations, spam/abuse detection, and Trust & Safety workflows to ensure a secure, reliable, and high-quality email ecosystem.Key Responsibilities:Monitor and investigate inbound/outbound email traffic for spam, phishing, spoofing, and abuse patternsPerform log analysis using Splunk to identify anomalies, suspicious behavior, and emerging threatsExecute mitigation actions (blocking, quarantining, escalation) in line with defined SOPsValidate email authentication p...
Dialer Administrator gets to:Perform daily uploads, downloads, and importing of dialer schedules.Document activities for outbound dialer.Analyze dialer-output data to identify potential problems/issues.Run payment reports regularlyCreate and update dialing campaigns. Filter, list strategies and reports.Monitor and adjust performance of the dialer systems.Complete other duties as assigned by the markets.
*For Pooling Purposes*Overview: Seeking detail-oriented, performance driving Team Manager to support data annotation for a global technology platform. The role involves team handling, people management, driving KPI’s, reporting, presenting to clients, stakeholders and classifying datasets to support AI/ML models, abuse detection, and operational intelligence initiatives.Review, classify, and annotate data as per defined policies and quality standards.Support Spam, Phishing, and mail abuse detect...