Team Manager, Sales

Summary

Join Sutherland as a Manager and make a significant impact on the business by driving results and managing a team of remote employees. You will be responsible for performance metrics, team development, client communication, and maintaining high morale. This role requires experience managing remote teams, sales experience, a Bachelor's degree, and strong leadership and communication skills. Success in this position demands a proactive attitude, strong customer orientation, and the ability to manage multiple tasks efficiently. You must also have completed phase 1 of TMU.

Requirements

• Experience in managing a team of work-from-home direct reports
• Experience and knowledge in sales
• A Bachelor’s degree
• Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues
• Strong verbal and written communication skills; the ability to communicate in a clear, constructive, and professional manner
• Strong customer-orientation when managing communications and issues
• The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
• A pro-active attitude towards developing trust and professional rapport with employees and team members; the ability to be a team-player
• Must have completed phase 1 of TMU (internal requirement)

Responsibilities

• Drive 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
• 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
• Relay important information in the form of timely and accurate reports