Team Manager

Summary

Join Sutherland as a Team Manager and lead, develop, and motivate a high-performing team of technical support professionals. Working remotely, you will drive results aligned with performance goals, manage team performance and service quality, and ensure customer satisfaction. This role involves administrative responsibilities like attendance tracking and queue administration. You will influence team members' lives, strengthen client relationships, maintain high morale, and impact the bottom line through strategic decision-making based on data analysis. Apply today for a fulfilling career in an expanding company!

Requirements

• Have experience in managing a team of 18 to 20 associates
• Have experience and knowledge in supporting customer service programs as a customer service line of business
• Demonstrate leadership skills; have the ability to take the lead in making improvements and resolving issues
• Possess strong customer-orientation when managing communications and issues
• Have the ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
• Have knowledge of metrics, their measurements, thresholds, targets and process owners
• Have a pro-active attitude towards developing trust and professional rapport with employees and team members; have the ability to be a team-player

Responsibilities

• Develop, train, and manage team members
• Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
• Ensure motivational programs are in place and encourage frequent recognitions
• Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
• Oversee and manage performance and service quality to guarantee customer satisfaction
• Track attendance
• Administer queues
• Deliver corrective actions

Preferred Qualifications

Have a Bachelor’s degree or Associate Degree