Team Leader

2 weeks ago


Mandaluyong City, National Capital Region, Philippines Sutherland Global Full time
Company Description:

Sutherland seeks a leadership-oriented and self-motivated person to join us as a Team Leader to join our Pioneer Sports Streaming Account in Shaw We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

Job Description:

Responsibilities:

  • The Team Managers' primary focus is to oversee, coach, and develop Customer Care to respond to customer, supplier, and dynamic partner inquiries, resolve issues, and answer various questions.
  • The Team Manager will monitor email/call volume, email backlogs, and actions/responses of the agents to maintain and improve the resolution's quality and integrity.
  • Assist in agent goal-setting practices.
  • Take escalated calls.
  • Strong collaboration with the Training department.
Qualifications:

Our most successful candidates will have:

  • A Bachelor's Degree or Associate Degree is preferred but not required.
  • Experience in managing a team of 18 to 20 associates/agents.
  • Experience and knowledge in supporting sports streaming services as a customer service line of business.
  • Sports enthusiast preferred but not required.
  • 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 proactive attitude towards developing trust and professional rapport with employees and team members; the ability to be a team player.
  • Amenable working onsite in Shaw.
Additional Information:

All your information will be kept confidential according to EEO guidelines.


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