Better experiences. Made possible by you.

Company Description:

Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager. We are a group of driven and supportive 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:

• Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities:
  • i. Accomplish weekly deliverables, such as:
    • Coaching compliance inclusive of RCAs and action Plans.
    • Weekly Audit requirement and call scrubbings.
    • Team attendance infractions insights thru internal Sutherland attendance tool.
  • ii. Provide ideas that can help the client improve their product, business, processes and/or policies.
  • iii. Present Team Performance to Clients in as needed basis.
• Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale.
  • i. Set up accountability discussions on attendance and performance challenges.
  • ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews.
  • iii. Keep employees in the loop for any internal and external updates.
    • Have Team participate on Site and Program employee engagement activities.
  • iv. Come up with Team level mini engagement activities to hype morale.

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 first-hand knowledge in a  Tech or Telco environment on 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 proactive attitude towards developing trust and professional rapport with employees and team members; the ability to be a team player.

• Internal

• Must have FY24 PDP rating of Exceeds Expectations (4) or Outstanding (5)
• Tenure of at least 18 months
• No Active DA

Additional Information:

All your information will be kept confidential according to EEO guidelines.