Company Description
Sutherland is searching for a Team Manager to lead, develop, and motivate a high-performance team of technical support professionals. We are looking for someone who can understand the needs of individuals and work to instill knowledge and confidence while working from their remote or home office. If you believe you have what it takes and are looking for a fulfilling career within an expanding company, apply today!
The person in this role will impact the business by driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition. They will also have administrative responsibilities, such as attendance tracking, queue administration, and corrective delivery.
Job Description
Team Managers in this role get to:
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
Qualifications
Our most successful candidates will have:
- A Bachelor’s degree or Associate Degree preferred but not required.
- Experience in managing a team of 18 to 20 associates.
- Experience and knowledge in supporting customer service programs 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 pro-active attitude towards developing trust and professional rapport with employees and team members; the ability to be a team-player.
Additional Information
All your information will be kept confidential according to EEO guidelines.
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