Team Manager | Telco

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

Responsibilities

Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans; Address team level variation through targeted coaching for outliers and involvement in Continuous Improvement activities; Accomplish weekly deliverables including coaching compliance (RCAs and action plans), weekly audit requirements and call scrubbings, and team attendance infraction insights via the internal Sutherland attendance tool; Provide ideas that can help the client improve their product, business, processes and/or policies; Present team performance to clients on an as-needed basis; Act as client advocate by addressing team attendance and attrition through relationship building and removing barriers that affect People Metrics; Improve employee morale; Set up accountability discussions on attendance and performance challenges; Report potential red flags on employee retention and partner with Operations Manager on stay interviews; Keep employees informed of internal and external updates; Have the team participate in site and program employee engagement activities; Come up with team level mini engagement activities to boost morale

Requirements

Experience in managing a team of associates; Experience and knowledge in supporting telco, tech and sales programs as a customer service line of business; Strong customer-orientation when managing communications and issues; 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; Pro-active attitude towards developing trust and professional rapport with employees and team members; Ability to be a team-player; Must have FY26 PDP score of Exceed Most or Clearly Exceeds; Tenure of at least 18 months; No Active NDA