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 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
- i. Accomplish weekly deliverables, such as:
- 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 moral
Preferred Candidate Profile:
- Minimum 2 years of experience as a Team Manager
- Strong sales operations background with a proven track record of driving performance
- Demonstrated expertise in coaching and developing agents to achieve sales and service goals
- Ability to effectively manage teams in a high-pressure, target-driven environment
- Strong experience in managing and delivering results across multiple KPIs, including productivity, quality, customer experience, and revenue/sales metrics
- Excellent stakeholder management, leadership, and communication skills
All your information will be kept confidential according to EEO guidelines.