Sr Team Manager

Company Description

Sutherland is seeking a leadership-oriented and self-motivated person to join us as a Sr.Team Manager. 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!

Job Description

Responsibilities:

• The Sr Team Managers' primary focus is to oversee, coach, and develop Customer Care to respond to customer and dynamic partner inquiries, resolve issues, and answer various questions.
• The Sr Team Manager will monitor email/call volume, email backlogs, and actions/responses of the agents or team members to maintain and improve the resolution's quality and integrity.
• The Sr Team Manager is responsible in supervising and developing Team Managers if needed due to ratio and business needs.
• Assist in agent goal-setting practices. 
• Take escalated calls.
• Strong collaboration with the Training department.

Qualifications

Our most successful candidates will have: - Required Qualification: Graduate/post-graduate

• In-depth knowledge and experience in the US PDM Healthcare
• 4-5 years of experience in PDM process with over 2 years of experience as a Lead/SME.
• Experience in managing a team of direct reports.
• Proven track record in managing process, streamlining workflows and excellent people management.
• Strong verbal and written communication skills; the ability to communicate in a clear, constructive, and professional manner
• Good working knowledge in MS Office applications: Word, Excel, & PPT
• Ability to adjust quickly and smoothly to changing priorities and conditions
• Ability to interpret data, identify trends, and make suggestions for improvements
• The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
• Pro-active ability in developing trust and professional rapport with employees and team members.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Our most successful candidates will have:

• A Bachelor’s Degree or Associate Degree is preferred but not required.
• Experience in managing a team of 50 to 60 associates.
• Experience and knowledge in supporting travel and hospitality program as 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.