Team Manager

Responsibilities

• 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 recognitions.
• 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.

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 FY26 PDP rating of Exceeds Expectations (4) or Outstanding (5)
• Tenure of at least 18 months
• No Active DA