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 DescriptionResponsibilities:
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.
QualificationsOur 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
Skills Required
- Experience managing a team of 18 to 20 associates
- First-hand experience in a technology or telecommunications environment on a customer service line of business
- Demonstrated leadership skills, including leading improvements and resolving issues
- Strong customer orientation when managing communications and issues
- Ability to manage time efficiently and track multiple schedules, meetings, and initiatives
- Knowledge of metrics, measurements, thresholds, targets, and process owners
- Proactive approach to developing trust and professional rapport with employees and team members
- Bachelor's or associate degree
- FY26 PDP rating of Exceeds Expectations or Outstanding
- At least 18 months of tenure
- No active DA
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.
-
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.
-
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.
-
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
