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Operational Team Lead

1 week ago

Tarlac City, Central Luzon, Philippines Sutherland Full time

Company Overview

Sutherland is a dynamic organization seeking an experienced and skilled individual to fill the role of Team Manager. As a team manager, you will have the opportunity to impact the business by driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance, and attrition.

Key Responsibilities

  1. Drive Business Results
  • Impact the business by driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance, and attrition.

Team Management

  1. Manage Administrative Responsibilities
  • Manage administrative responsibilities such as attendance tracking, queue administration, and corrective delivery.

Influencing Others

  1. Develop, Train, and Manage Team Members
  • Develop, train, and manage team members to ensure they have the skills and knowledge required to excel in their roles.

Relationship Building

  1. Establish and Maintain Communication
  • Establish and maintain communication with clients and/or team members to understand their needs, resolve issues, and meet expectations.

Motivating Team

  1. Keep Morale High
  • Ensure motivational programs are in place to keep morale high and encourage frequent recognitions.

Business Acumen

  1. Impact the Bottom Line
  • Produce solid and effective strategies based on accurate and meaningful data reports and analysis.

Performance Management

  1. Define Sutherland's Reputation
  • Oversee and manage performance and service quality to guarantee customer satisfaction.

Communication

  1. Keep Leaders Informed
  • Relay important information in the form of timely and accurate reports.

Qualifications

  • 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 Requirements

  • FY24 PDP 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.