About this role
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
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 activitiesi. Accomplish weekly deliverables, such as:Coaching compliance inclusive of RCAs and action Plans.Weekly Audit requirement and call scrubbingsTeam attendance infractions insights thru internal Sutherland attendance toolii. Provide ideas that can help the client improve their product, business, processes and/or policiesiii. Present Team Performance to Clients in as needed basisClient advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee moralei. Set up accountability discussions on attendance and performance challengesii. Report potential red flag on employee retention and partner with Operations Manager on stay interviewsiii. Keep employees in the loop for any internal and external updatesHave Team participate on Site and Program employee engagement activitiesiv. Come up with Team level mini engagement activities to hype moral Preferred Candidate Profile:
Minimum 2 years of experience as a Team ManagerStrong sales operations background with a proven track record of driving performanceDemonstrated expertise in coaching and developing agents to achieve sales and service goalsAbility to effectively manage teams in a high-pressure, target-driven environmentStrong experience in managing and delivering results across multiple KPIs, including productivity, quality, customer experience, and revenue/sales metricsExcellent stakeholder management, leadership, and communication skills All your information will be kept confidential according to EEO guidelines.