About Sutherland:
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, 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. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results
Job DescriptionWhat You’ll Do
As a Team Manager, you will lead, inspire, and develop a team of customer service professionals supporting a global travel account.
Key Responsibilities:
- Drive Team Performance: Lead a team to meet and exceed KPIs (CSAT, AHT, SLA, Quality, Productivity)
- Coach & Develop Talent: Provide consistent feedback, coaching sessions, and performance improvement plans
- Deliver Business Results: Analyze reports, identify trends, and implement data-driven strategies
- Client & Stakeholder Management: Build strong relationships and ensure alignment with client expectations
- Operational Excellence:
- Manage queues, workflows, and daily operations
- Conduct root cause analysis (RCA) and implement corrective actions
- Lead continuous improvement initiatives
- People Management:
- Manage attendance, attrition, and shrinkage targets
- Foster a positive and engaging team culture
What We’re Looking For
Qualifications:
- At least 2–4 years of experience in a Team Leader/Manager role (BPO/Contact Center preferred)
- Experience handling Travel, Hospitality, or Customer Service accounts is an advantage
- Strong understanding of contact center metrics and operations
- Proven ability to lead teams and drive performance improvements
Skills & Competencies:
- Strong analytical and problem-solving skills
- Excellent communication (written & verbal)
- Ability to thrive in a fast-paced, dynamic environment
- Proficiency in MS Office (Excel, Word, PowerPoint)
- Strong coaching, mentoring, and stakeholder management skills
- Highly adaptable and results-driven
What Sets You Apart
- Passion for customer experience and team development
- Data-driven mindset with a focus on continuous improvement
- Ability to influence, motivate, and inspire teams
Internal Qualifications:
- Tenure of at least 12 months on current position
- No DA for the past 6 months
- Recent FY PDP score of 4 or 5
Skills Required
- 2-4 years experience in a Team Leader/Manager role (BPO/Contact Center preferred)
- Experience handling Travel, Hospitality, or Customer Service accounts
- Strong understanding of contact center metrics and operations (CSAT, AHT, SLA, Quality, Productivity)
- Proven ability to lead teams and drive performance improvements
- Proficiency in MS Office (Excel, Word, PowerPoint)
- Strong analytical and problem-solving skills
- Excellent written and verbal communication
- Strong coaching, mentoring, and stakeholder management skills
- Ability to thrive in a fast-paced, dynamic environment; highly adaptable and results-driven
- Internal qualifications: minimum 12 months tenure in current position, no disciplinary action in past 6 months, recent FY PDP score of 4 or 5
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
