Join Sutherland – Where Your Career Soars!

About us!

Sutherland is pioneering Customer Experience Management (CXM) Globally for 37 Years! As a powerhouse in automation and innovative solutions, we thrive on delivering exceptional service to our clients’ customers across the globe. With a presence in 60 locations worldwide, including Bulgaria since 2008, we’re a diverse team of over 2,000 dedicated individuals working across Sofia, Varna, Burgas, or from the comfort of home, serving in 17 languages!

About your next great opportunity:

This is your moment to lead a team for one of our biggest clients.

What makes this role exciting?

This role is 100% on-site—you’ll be working from our cozy Sofia or Varna offices where ideas flow and teamwork thrive!

The Account Manager position demands a critical balance in addressing the needs of client customers, the client, program financials, and employees. This role carries significant responsibilities that directly impact the success of our organization and our clients.

Responsabilities:

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.
Colaborate efectively withKey Departments and stakeholders.


Requirments:

A university degree is essential.
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.


What we offer:

Long-term job security with a permanent contract
Additional health and life insurance coverage
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
Peromance Incentive Bonus
Sport cards with discount
Discount card for various shops
Unlimited access to e-learning platform