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.
Job Summary
We are looking for a highly motivated and results-driven Team Manager to lead and develop a team of Customer Support Consultants supporting a Streaming campaign. In this role, you will be responsible for driving operational excellence, achieving key business metrics, fostering employee engagement, and delivering an outstanding customer experience. The ideal candidate is a strong people leader with a passion for coaching, performance management, and continuous improvement in a fast-paced digital environment.
Key Responsibilities:
Drive Business Performance
- Lead a team of Consultants to consistently achieve and exceed key performance indicators (KPIs), including productivity, quality, customer satisfaction, attendance, and efficiency metrics.
- Monitor daily, weekly, and monthly team performance, ensuring alignment with client and organizational goals.
- Analyze operational data and trends to identify opportunities for performance improvement and implement action plans accordingly.
- Ensure adherence to service level agreements (SLAs) and operational targets.
People Leadership and Development
- Provide ongoing coaching, mentoring, and performance feedback to team members to support their professional growth and development.
- Conduct regular performance reviews, one-on-one sessions, and career development discussions.
- Recognize and reward high performance while proactively addressing performance gaps through effective coaching and corrective action plans.
- Foster a positive, inclusive, and high-performing team culture that encourages collaboration, accountability, and continuous learning.
Workforce and Team Management
- Manage team attendance, attrition, shrinkage, scheduling adherence, and overall workforce productivity.
- Support employee engagement initiatives that improve morale, retention, and team effectiveness.
- Partner with Human Resources and Operations leadership on employee relations matters as needed.
- Ensure team compliance with company policies, security standards, and client requirements.
Customer and Client Focus
- Champion a customer-centric mindset by driving behaviors that enhance the overall customer experience.
- Monitor customer trends, emerging issues, and user feedback to identify opportunities for process improvements.
- Escalate critical customer concerns and collaborate with relevant stakeholders to ensure timely resolution.
- Serve as a key liaison between frontline operations and leadership by providing actionable insights and recommendations.
Operational Excellence and Stakeholder Management
- Prepare and present performance reports, business reviews, and operational updates to leadership.
- Collaborate with cross-functional teams to implement process improvements and operational initiatives.
- Support change management efforts and drive the successful rollout of new programs, tools, and workflows.
- Lead and participate in special projects and organizational initiatives as assigned.
Required Qualifications
- Proven leadership experience in a customer service, contact center, or business process outsourcing (BPO) environment.
- Strong knowledge of people management, performance coaching, and employee development.
- Advanced proficiency in Microsoft Office applications, particularly Excel and PowerPoint, for reporting, analysis, and presentations.
- Strong analytical and problem-solving skills with the ability to interpret operational metrics and make data-driven decisions.
- Excellent verbal and written communication skills with the ability to engage effectively across all organizational levels.
- Strong organizational and planning skills, with the ability to manage multiple priorities in a fast-paced environment.
- Ability to drive accountability, manage change, and lead teams through evolving business requirements.
Preferred Qualifications
- Experience supporting digital-first industries such as media, entertainment, technology, or streaming platforms.
- Familiarity with customer experience management, workforce management principles, and operational reporting.
- Experience handling escalations, stakeholder management, and client-facing interactions.
- Passion for music, digital entertainment, and emerging technology trends is a strong advantage.
Skills Required
- Proven leadership experience in a customer service, contact center, or business process outsourcing environment
- Knowledge of people management, performance coaching, and employee development
- Advanced proficiency in Microsoft Office, particularly Excel and PowerPoint
- Strong analytical and problem-solving skills with the ability to interpret operational metrics and make data-driven decisions
- Excellent verbal and written communication skills
- Strong organizational and planning skills with the ability to manage multiple priorities
- Ability to drive accountability, manage change, and lead teams through evolving business requirements
- Experience supporting media, entertainment, technology, or streaming platforms
- Familiarity with customer experience management, workforce management principles, and operational reporting
- Experience handling escalations, stakeholder management, and client-facing interactions
- Passion for music, digital entertainment, and emerging technology trends
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
