Company Description:
Sutherland seeks a leadership-oriented and self-motivated person to join us as a Team Manager. We are a group of driven and hard-working 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 Description:
Responsibilities:
- The Team Managers' primary focus is to oversee, coach, and develop Customer Care to respond to customer, supplier, and dynamic partner inquiries, resolve issues, and answer various questions.
- The Team Manager will monitor email/call volume, email backlogs, and actions/responses of the agents to maintain and improve the resolution's quality and integrity.
- Assist in agent goal-setting practices.
- Take escalated calls.
- Strong collaboration with the Training department.
Qualifications:
Our 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 knowledge in supporting sports streaming services as a customer service line of business.
- Sports enthusiast
- 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.
Additional Information:
All your information will be kept confidential according to EEO guidelines.
