Team Manager | Alexandria | MUST SPEAK ITALIAN or SPANISH

Sutherland is seeking an experienced Italian OR Spanish-Speaking Team Manager to support one of our growing programs in Alexandria. The Team Manager will own day-to-day team performance and sales validation with excellent coaching, communication and people leadership skills.

Responsibilities

Validate agent activities against assigned lead volumes and resolve mismatches; Review sales with required artifacts and approve only validated sales; Reject invalid or incomplete sales and ensure only approved sales are counted; Conduct one-on-one coaching and review a minimum of one customer contact per agent per week; Document coaching and feedback in the Sutherland tool; Conduct pre-shift and post-shift huddles and cascade process or policy updates; Own team performance across sales, productivity, quality and attendance; Maintain quality and compliance oversight; Manage stakeholder communication, escalations and action plans; Review reporting and act on performance gaps; Support employee engagement and development; Validate the sales file before declaring it in the WBR every Monday

Requirements

1-2 years of Team Management experience within the BPO industry; MUST SPEAK ITALIAN OR SPANISH - B1 level; Ability to coach, mentor & develop a team of frontline agents; B2B sales/customer service experience is key; Must be able to work onsite in Alexandria

Nice to have

B2 level Italian or Spanish