Team Manager

Company Description

Sutherland is seeking an organized and goal-oriented person to join us as a Team 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

Team Managers in this role get to:

• Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition.

• Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery.

• Influence the lives of others: Develop, train, and manage team members.

• Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.

• Keep morale high: Ensure motivational programs are in place and encourage frequent recognition.

• Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.

• Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.

• Keep leaders informed: Relay important information in the form of timely and accurate reports.

Qualifications

Our most successful candidates will have:

• A Bachelor’s degree or Associate Degree is preferred but not required.

• Experience in managing a team of 18 to 20 associates.

• Experience and first-hand knowledge in a Tech or Telco environment on a customer service line of business.

• Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues.

• Strong customer orientation when managing communications and issues.

• The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.

• Knowledge of metrics, their measurements, thresholds, targets, and process owners.

• A proactive attitude towards developing trust and professional rapport with employees and team members; the ability to be a team player.

Internal

• Must have FY25 PDP rating of Exceeds Expectations (4) 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.