About this role
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
Responsibilities
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Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition.
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Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery.
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Influence the lives of others: Develop, train, and manage team members.
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Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
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Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions.
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Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
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Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
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Keep leaders informed: Relay important information in the form of timely and accurate reports.
Qualifications
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Our most successful candidates will have:
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A Bachelor’s degree or Associate Degree is preferred but not required.
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Experience in managing a team of 18 to 20 associates.
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Experience and first-hand knowledge in a Tech or Telco environment on a customer service line of business.
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Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues.
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Strong customer orientation when managing communications and issues.
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The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
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Knowledge of metrics, their measurements, thresholds, targets, and process owners.
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A proactive attitude towards developing trust and professional rapport with employees and team members; the ability to be a team player.
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Internal
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Must have FY26 PDP rating of Exceeds Expectations (4) or Outstanding (5)
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Tenure of at least 18 months
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No Active DA