Team Manager

Job Description:

Team Managers in this role get to:

Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition.

Manage administrative responsibilities:  Such as attendance tracking, queue administration, and corrective delivery.

Influence the lives of others:  Develop, train, and manage team members.

Strengthen relationships:  Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.

Keep morale high:  Ensure motivational programs are in place and encourage frequent recognitions.

Impact the bottom line:  Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.

Define Sutherland’s reputation:  Oversee and manage performance and service quality to guarantee customer satisfaction.

Keep leaders informed:  Relay important information in the form of timely and accurate reports.

Qualifications:

Our most successful candidates will have:

• A Bachelor’s degree or Associate Degree preferred but not required.
• Experience in managing a team of 18 to 20 associates.
• Experience and knowledge in supporting hospitality/travel program as a customer service line of business.
• Experienced with chat, email support and backoffice.
• Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues.
• Strong customer-orientation when managing communications and issues.
• The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
• Knowledge of metrics, their measurements, thresholds, targets and process owners.
• A pro-active attitude towards developing trust and professional rapport with employees and team members; the ability to be a team-player