Team Manager

2 weeks ago

Carmona, Calabarzon, Philippines Sutherland Full time
Overview

Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager. We are a group of driven and supportive 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

Responsibilities
  • 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 by developing, training, and managing team members.
  • Strengthen relationships by establishing and maintaining communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
  • Keep morale high by ensuring motivational programs are in place and encouraging frequent recognitions.
  • Impact the bottom line by producing solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
  • Define Sutherland's reputation by overseeing and managing performance and service quality to guarantee customer satisfaction.
  • Keep leaders informed by relaying important information in the form of timely and accurate reports.
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.
  • Experience and first-hand knowledge in a Telco environment and customer service line of business.
  • 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.
Internal
  • FY25PDP Rating of Exceeds Expectations or Outstanding
  • No active DA
  • Tenure of 18 mos
Additional Information

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


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