Company Description:
Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.
We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.
We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, 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. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.
Job Description:
Job Summary
We are looking for a highly motivated and results-driven Team Manager to lead and develop a team of Customer Support Consultants supporting a Streaming campaign. In this role, you will be responsible for driving operational excellence, achieving key business metrics, fostering employee engagement, and delivering an outstanding customer experience. The ideal candidate is a strong people leader with a passion for coaching, performance management, and continuous improvement in a fast-paced digital environment.
Key Responsibilities:
Drive Business Performance
- Lead a team of Consultants to consistently achieve and exceed key performance indicators (KPIs), including productivity, quality, customer satisfaction, attendance, and efficiency metrics.
- Monitor daily, weekly, and monthly team performance, ensuring alignment with client and organizational goals.
- Analyze operational data and trends to identify opportunities for performance improvement and implement action plans accordingly.
- Ensure adherence to service level agreements (SLAs) and operational targets.
People Leadership and Development
- Provide ongoing coaching, mentoring, and performance feedback to team members to support their professional growth and development.
- Conduct regular performance reviews, one-on-one sessions, and career development discussions.
- Recognize and reward high performance while proactively addressing performance gaps through effective coaching and corrective action plans.
- Foster a positive, inclusive, and high-performing team culture that encourages collaboration, accountability, and continuous learning.
Workforce and Team Management
- Manage team attendance, attrition, shrinkage, scheduling adherence, and overall workforce productivity.
- Support employee engagement initiatives that improve morale, retention, and team effectiveness.
- Partner with Human Resources and Operations leadership on employee relations matters as needed.
- Ensure team compliance with company policies, security standards, and client requirements.
Customer and Client Focus
- Champion a customer-centric mindset by driving behaviors that enhance the overall customer experience.
- Monitor customer trends, emerging issues, and user feedback to identify opportunities for process improvements.
- Escalate critical customer concerns and collaborate with relevant stakeholders to ensure timely resolution.
- Serve as a key liaison between frontline operations and leadership by providing actionable insights and recommendations.
Operational Excellence and Stakeholder Management
- Prepare and present performance reports, business reviews, and operational updates to leadership.
- Collaborate with cross-functional teams to implement process improvements and operational initiatives.
- Support change management efforts and drive the successful rollout of new programs, tools, and workflows.
- Lead and participate in special projects and organizational initiatives as assigned.
Qualifications:
Required Qualifications
- Proven leadership experience in a customer service, contact center, or business process outsourcing (BPO) environment.
- Strong knowledge of people management, performance coaching, and employee development.
- Advanced proficiency in Microsoft Office applications, particularly Excel and PowerPoint, for reporting, analysis, and presentations.
- Strong analytical and problem-solving skills with the ability to interpret operational metrics and make data-driven decisions.
- Excellent verbal and written communication skills with the ability to engage effectively across all organizational levels.
- Strong organizational and planning skills, with the ability to manage multiple priorities in a fast-paced environment.
- Ability to drive accountability, manage change, and lead teams through evolving business requirements.
Preferred Qualifications
- Experience supporting digital-first industries such as media, entertainment, technology, or streaming platforms.
- Familiarity with customer experience management, workforce management principles, and operational reporting.
- Experience handling escalations, stakeholder management, and client-facing interactions.
- Passion for music, digital entertainment, and emerging technology trends is a strong advantage.
