Team Manager

3 weeks ago

Palayan City, Central Luzon, Philippines Sutherland Full time

Company Description

Sutherland is seeking a leadership-oriented and self-motivated person to join us as a Team Manager. 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:

  • Impact the business: Drive results aligned with 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: Develop, train, and manage team members.
  • Strengthen relationships: Establish and maintain communication with clients and team members; understand needs, resolve issues, and meet expectations.
  • Keep morale high: Ensure motivational programs are in place and encourage recognition.
  • Impact the bottom line: Develop effective strategies based on accurate data reports and analysis.
  • Define Sutherland's reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
  • Keep leaders informed: Relay important information through timely and accurate reports.

Qualifications:

  • A Bachelor's degree or Associate Degree is preferred but not required.
  • Experience managing a team of 18 to 20 associates.
  • Experience supporting retail, streaming platform, or travel programs as a customer service line of business.
  • Demonstrated leadership skills; ability to lead improvements and resolve issues.
  • Strong customer orientation in managing communications and issues.
  • Ability to manage time efficiently and track multiple schedules, meetings, and initiatives.
  • Knowledge of metrics, their measurements, thresholds, targets, and process owners.
  • Proactive attitude in developing trust and rapport with employees and team members; a team player.

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

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