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:
The Team Lead’s primary focus is to oversee, coach, and develop Customer Care and Data Admin Agents to respond to customer, supplier and dynamic partner inquiries, resolve issues, and answer a range of questions. The Team Lead will monitor email/call volume, email backlogs, monitor actions/responses of the agents for the purpose of maintaining and improving the quality and integrity of the resolution. The successful candidate will be able to coach Mortgage agents, de-escalate potential issues, and communicate with all parties effectively. The position requires an individual that is quick thinking with good judgment who is able to apply comprehensive and in-depth knowledge of day to day operations of the customer service and data admin departments. Responsibilities: - Manage and enforce level 1 PCI compliance standards - Ability to monitor and report on call / email queue volume including but not limited to: inbound call volume, inbound, email queue volume, break and lunch adherence. - Assist in agent goal setting practices - Take escalated calls - Enforce company and call center policies and procedures - Provide feedback on potential issues and follow up processes - Flag any potential legal issues, or unresponsive suppliers - Maintain SLA standards; including follow up timeline - Strong collaboration with Training department.
Qualifications:
Our most successful candidates will have: Technical skills (Basic Computer Skills) - Ability to use the computer system. - Booting and shutting down computer - Basic level familiarity of Operating System (Windows 11 and Up) - Usage of MS Office suite (MS Outlook, MS Word, MS PowerPoint and MS Excel) - Ability to clearly understand the problem statement. - Strong Written Communication Skills with Business English capabilities - Steady Speech Rate with ability to articulate clearly and concisely. - Team facilitation and training skills - Strong decision making and problem solving skills - Effective change leadership skills - Ability to work well under pressure - Ability to de-escalate customers; conflict resolution skills - Ability to formulate and deliver specific, actionable feedback - Basic understanding of P&L concepts - Voice and accent skills – Ability to communicate fluently. Key Competencies - Must be employed with Viator for minimum of 90 days - Shift flexibility is mandatory - Direct experience with the Customer Care- Ability to work accurately and meet SLA guidelines - Strong team player with the ability to work within a close environment - Positive, ‘can do’ attitude - Strong attention to detail - Willingness to take on project work when required - Excellent communication and time management skills - Proven problem solving skills
Additional Information:
All your information will be kept confidential according to EEO guidelines.
