Company Description:
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 Description:
Job Description
The Senior Team Leader is responsible for driving operational performance, leadership effectiveness, and consistent execution across multiple teams, queues, and service channels. This role provides direction, coaching, and support to Team Leaders while ensuring service, quality, productivity, customer experience, workforce management, and compliance objectives are achieved.
The Senior Team Leader serves as the primary operational escalation point between frontline leadership and management, coordinating recovery plans, addressing performance gaps, mitigating operational risks, and ensuring action plans are executed through completion. The role partners closely with Workforce Management, Quality, Training, Process Excellence, Analytics, IT, and other support functions to maintain operational excellence and continuous improvement.
Key Responsibilities
- Monitor operational performance across assigned teams and take timely action on service, quality, productivity, customer experience, backlog, and adherence risks.
- Establish daily operational priorities and performance expectations with Team Leaders.
- Provide coaching, guidance, mentorship, and leadership support to Team Leaders.
- Conduct regular performance reviews, one-on-one sessions, and development discussions.
- Support Team Leaders in managing performance concerns, attendance issues, employee relations matters, and operational challenges.
- Coordinate operational recovery plans, corrective actions, and performance improvement initiatives.
- Analyze performance trends, identify root causes, and implement sustainable solutions.
- Manage customer-impacting escalations, service disruptions, and operational risks.
- Partner with Workforce Management to manage staffing needs, queue performance, volume fluctuations, and intraday execution.
- Collaborate with Quality, Training, Process Excellence, Analytics, IT, and other stakeholders to resolve operational issues and improve performance.
- Ensure compliance with operational procedures, customer privacy requirements, quality standards, and documentation guidelines.
- Consolidate and communicate operational results, action plans, risks, and business updates to leadership and stakeholders.
- Support operational transitions, business growth initiatives, process improvements, automation adoption, and organizational change efforts.
- Promote leadership accountability, employee engagement, succession planning, and continuous improvement across assigned teams.
Qualifications:
Education
- Bachelor's Degree in Business Administration, Industrial Engineering, Management, Operations, or related field required.
- Equivalent professional experience may be considered in lieu of formal education.
Experience
- Minimum 4 years of experience in contact center operations, customer service, technical support, service delivery, or related operational environments.
- Minimum 2 years of experience in a leadership role managing Team Leaders, Supervisors, senior support functions, or multiple operational teams preferred.
- Demonstrated experience managing service level, quality, productivity, customer satisfaction, workforce management, and compliance performance.
- Experience managing operational escalations, recovery plans, performance improvement initiatives, and cross-functional projects.
- Experience supporting omnichannel operations, including voice and digital support environments.
- Experience working within outsourced, vendor-managed, multi-site, or regional operations preferred.
Knowledge & Skills
- Strong understanding of contact center performance metrics, including Service Level, AHT, Quality, Productivity, Occupancy, Adherence, Backlog, CSAT, and First Contact Resolution.
- Experience conducting root cause analysis and implementing corrective and preventive actions.
- Strong coaching, leadership, communication, decision-making, and conflict resolution skills.
- Ability to manage multiple operational priorities in a fast-paced environment.
- Proficiency with Microsoft Excel, PowerPoint, Outlook, Teams, and operational reporting tools.
- Familiarity with Workforce Management, Quality, Training, CRM, Ticketing, Analytics, and Reporting platforms.
- Knowledge of Lean Six Sigma, continuous improvement methodologies, project management, or operational excellence frameworks preferred.
- Experience with analytics, automation, AI-enabled contact center tools, or agent-assist technologies is an advantage.
Language Requirements
- Spanish: Native or Near-Native (Required)
- English: Intermediate (B1) or Higher (Required)
Core Competencies
- Operational Leadership
- Team Leader Development
- Performance Management
- Coaching & Mentoring
- Workforce Management
- Customer Escalation Management
- Data-Driven Decision Making
- Root Cause Analysis
- Risk Identification & Mitigation
- Cross-Functional Leadership
- Continuous Improvement
- Change Management
- Customer Experience Management
- Accountability & Follow-Through
- Strategic Communication
- Operational Governance & Compliance
Preferred Qualifications
- Experience in technical support, PC hardware, warranty services, after-sales support, or customer engagement operations.
- Experience supporting program launches, migrations, transitions, or ramp-up activities.
- Leadership, coaching, quality, project management, Lean Six Sigma, or continuous improvement certifications are a plus.
- Experience working with AI-enabled workforce optimization, analytics, automation, or digital transformation initiatives.
