Sr. Consultant - Account Management

Sutherland is seeking a reliable and technical person to join us as a Sr. Consultant, Account Management. We are a group of hard-working and energetic 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!

Responsible for monitoring, coaching and, assisting with developing consultants to achieve expected performance while remaining consistent with departmental policies and procedures. The Senior Consultant is a front-line support employee responsible for delivering the highest levels of customer experience and employee engagement, while driving KPI performance at or above all critical goals.

In this role, you will have to:

• Support your fellow teammates by acting as Sign Language Interpreter for both Consultants and the Program.
• Handle escalated customer contacts via email and chat, regarding issues related to their mobile bills and any other CREDO related query.
• Relay information shared by Trainer to Consultants; also ensuring all questions or concerns from the Consultants are shared with the Trainer.
• Assist with reviewing and communicating daily performance, quality, and attendance reports at the individual and team level.
• Help drive Consultant performance to meet/exceed stated metrics by working with the assigned Consultants.
• Help advocate rewards and recognition for employee satisfaction, engagement, and retention.
• Ensure all quality standards are met and escalate outliers or observed negative behaviours to Team Manager or Senior Team Manager.
• Ensure that all pertinent information is disseminated to Consultants in a timely manner.
• Assist with clearing the service queues once all hands-on deck is declared. (AHOD)
• Manage AUX usage and overall performance of the team assigned by monitoring the break/lunch or offline activities.
• Maintain a high level of professionalism with fellow employees.
• Handle escalated contact, should there be an issue with the resolution, the Team Manager /Senior Team Manager would be the next point of contact.
• Spend a minimum of 1 hour per week handling interactions.
• Have a thorough understanding of all system tools and operational procedures utilized within the program.
• Identify the training needs that will equip Consultants with fundamental skills and knowledge.
• Provide feedback on SQMS quality evaluations and customer feedback regarding Consultants’ interactions.
• Support Team Leader / Team Leader in setting improvement programs and action plans for Consultants.
• Any other duties and responsibilities assigned

Requirements:

• Be an active member of the Deaf Community
• At least 3 CXCs or City & Guilds including English Language- (Preferred)
• Valid Government ID (Passport, Driver’s License, National ID)
• Not currently attending school
• Flexible to work any 5 days and any 8 hours.
• Registered light & internet at home
• Fluent in JSL; Minimum of two (2) years of experience in Sign Language Interpreting (JSL)

All your information will be kept confidential according to EEO guidelines.

As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland.  During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.