Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.
We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.
We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.
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
- Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities
- i. Accomplish weekly deliverables, such as:
- Coaching compliance inclusive of RCAs and action Plans.
- Weekly Audit requirement and call scrubbings
- Team attendance infractions insights thru internal Sutherland attendance tool
- ii. Provide ideas that can help the client improve their product, business, processes and/or policies
- iii. Present Team Performance to Clients in as needed basis
- i. Accomplish weekly deliverables, such as:
- Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale
- i. Set up accountability discussions on attendance and performance challenges
- ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews
- iii. Keep employees in the loop for any internal and external updates
- Have Team participate on Site and Program employee engagement activities
- iv. Come up with Team level mini engagement activities to hype moral
Preferred Candidate Profile:
- Minimum 2 years of experience as a Team Manager
- Strong sales operations background with a proven track record of driving performance
- Demonstrated expertise in coaching and developing agents to achieve sales and service goals
- Ability to effectively manage teams in a high-pressure, target-driven environment
- Strong experience in managing and delivering results across multiple KPIs, including productivity, quality, customer experience, and revenue/sales metrics
- Excellent stakeholder management, leadership, and communication skills
All your information will be kept confidential according to EEO guidelines.
Skills Required
- Minimum 2 years of experience as a Team Manager
- Strong sales operations background with a proven track record of driving performance
- Experience coaching and developing agents to achieve sales and service goals
- Ability to manage teams in a high-pressure, target-driven environment
- Experience managing and delivering results across productivity, quality, customer experience, and revenue or sales metrics
- Strong stakeholder management, leadership, and communication skills
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
