Sutherland
Telco
TeamManager
“Team Manager at Sutherland. Skills: Team Management, Customer Service, Sales. Improve team performance on Customer Experience metrics. Address Team level variation through targeted coaching”
What You'll Achieve.
Improve team performance on Customer Experience metrics; Resolution and CSAT; Revenue per Call
Industry & Context.
resolving issues
What They're Looking For.
Must Have
At least 2 to 3 years of experience as a Team Supervisor/Team Manager, Experience in managing a team of 18 to 20 associates, Experience and first-hand knowledge in a Tech or Telco and Sales environment on a customer service line of business, Experience and knowledge in sales with sales as the main KPI (Revenue per Call), Demonstrated leadership the ability to take the lead in making improvements and resolving issues, verbal and written communication the ability to communicate in a clear, constructive, and professional manner, 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 proactive attitude towards developing trust and professional rapport with employees and team the ability to be a team player, Must have FY25 PDP score of Exceeds Most or Clearly Exceeds, Tenure of at least 18 months, No Active DA
What You'll Do.
Improve team performance on Customer Experience metrics
Address Team level variation through targeted coaching
Accomplish weekly deliverables
Provide ideas that can help the client improve their product
Present Team Performance to Clients
Address team attendance and attrition through relationship building
Improve employee morale
Set up accountability discussions on attendance and performance challenges
Report potential red flag on employee retention
Keep employees in the loop for any internal and external updates
Have Team participate on Site and Program employee engagement activities
Come up with Team level mini engagement activities
How You'll Work.
Team & Collaboration
Partner with Operations Manager on stay interviews
Communication Scope
verbal and written communication; communicate in a clear, constructive, and professional manner
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