We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 37 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Sutherland is seeking an analytical and attentive person to join us as an Associate Manager of Reporting supporting one of our new and exciting social media programs! We are a group of driven and hard-working 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! 

Reporting Analysts Associate Managers get to:

• Produce and deliver tracking and reporting for key KPI/SLA’s in the business. 
• Responsible for designing key dashboards and scorecards for Senior Leadership and Business Unit (Team Leaders, Training Team, Quality Analysts/Analysts, etc.). 
• Perform ad-hoc data analysis to support the business initiatives. 
• Create and maintain efficient and secure systems for recording data and producing relevant documentation. 
• Seek opportunities to drive innovation and process improvement within the reporting spectrum.

Our most successful candidates will have:

• Must work onsite in our Pittsford, NY office
• At least 2-3 years of recent reporting, real-time analysis, and/or workforce management experience in a contact center environment
• Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
• Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
• A customer-oriented in managing communications and issues.
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
• Creativity and resourcefulness in finding effective solutions to problems and situations.
• Experience in spotting data trends, performing gap analysis, generating reports, and recommending improvements to current business metric collection process.
• Ability to work proficiently in MS Excel, Power BI and other reporting tools
• Experience with NICE IEX preferred but not required

Our employees enjoy:

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Paid Training whether onsite or in work at home.
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• Competitive Salary with attractive and attainable PBI structure.
• Paid vacation and sick leave annually.
• Exceptional Health and Life Insurance Plan
• Lunch benefits and subsidy.
• Onsite lunch concessionaire at reduced rates.
• Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
• Free On-site medical suite with nurse and medical doctor.
• Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
• Paid referral program
• Career development & growth opportunities for advancement.
• Excellent Reward and recognition programs.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.