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 industry
- MUST SPEAK GERMAN at a B1 level, B2 preferred!
- Ability to coach, mentor & develop a team of frontline agents
- B2B 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.