About this role
Sutherland is seeking an experienced GERMAN-SPEAKING Team Manager to support one of our growing programs in Alexandria! The Team Manager will own day-to-day team performance and sales validation with excellent coaching, communication and people leadership skills!
Core Responsibilities
Validate agent activities against assigned lead volumes and resolve mismatches.Review sales with required artifacts; approve only validated sales.Reject invalid or incomplete sales and ensure only approved sales are counted.Conduct one-on-one coaching and review a minimum of one customer contact per agent per week.Document coaching and feedback in the Sutherland tool.Conduct pre-shift and post-shift huddles and cascade process or policy updates.Own team performance across sales, productivity, quality and attendance.Maintain quality and compliance oversight.Manage stakeholder communication, escalations and action plans.Review reporting and act on performance gaps.Support employee engagement and development.The team manager to validate the sales file before declaring it in the WBR on every Monday. 1-2 years of Team Management experience within the BPO industryMUST SPEAK GERMAN at a B1 level, B2 preferred!Ability to coach, mentor & develop a team of frontline agentsB2B sales/customer service experience is key Must be able to work onsite in Alexandria All your information will be kept confidential according to EEO guidelines.