Team Manager
Sutherland
Date: 4 weeks ago
City: Mabalacat City
Contract type: Full time
Company Description
Sutherland is seeking a leadership-oriented and self-motivated person to join us as 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
Team Managers in this role get to:
Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance, and attrition.
Manage administrative responsibilities: 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/or team members; understand needs, resolve issues, and meet expectations.
Keep morale high: Ensure motivational programs are in place and encourage frequent recognition.
Impact the bottom line: Produce solid and practical strategies based on accurate and meaningful data reports and analysis and keen observations.
Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
Keep leaders informed: Relay important information in the form of timely and accurate reports.
Qualifications
Our most successful candidates will have:
All your information will be kept confidential according to EEO guidelines.
Sutherland is seeking a leadership-oriented and self-motivated person to join us as 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
Team Managers in this role get to:
Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance, and attrition.
Manage administrative responsibilities: 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/or team members; understand needs, resolve issues, and meet expectations.
Keep morale high: Ensure motivational programs are in place and encourage frequent recognition.
Impact the bottom line: Produce solid and practical strategies based on accurate and meaningful data reports and analysis and keen observations.
Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
Keep leaders informed: Relay 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 customer service line of business in a contact center environment.
- 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.
- People management expert: The highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale-boosting exercises.
- 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.
- FY24 PDP Rating of Exceeds Expectations or Outstanding
- No active DA
- Tenure of 18 mos
All your information will be kept confidential according to EEO guidelines.
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