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Job ID / Title:
Associate Manager - Account Management with German
Job Category:
Sales, Delivery & Consulting
Work Location:
Serdika Center

Job Description

The Team manager is responsible for overseeing daily operations of the team, daily/weekly/monthly reporting of both consultant performance, as well as team/program performance. The position is also responsible for consultant performance feedback and development.


  • Applies a balanced management approach with equal emphasis on business, performance and people management results;
  • Monitors and manages the team’s performance metrics and the contact transactions of team members;
  • Conducts meetings with team members;
  • Stack ranks all team members, based on the performance metrics - attendance, quality audit scores;
  • Analyzes trends/data and drives development of plans to take advantage of potential opportunities to improve efficiencies of the Team and deliver higher customer satisfaction;
  • Ensures 100% schedule adherence from the team members;
  • Discusses with the Account Manager any plans/actions which might affect the quality/volume/customer satisfaction/customer understanding/team discipline before it is put into action;
  • Adheres to the rules and regulations of the company;
  • Adheres to the non disclosure agreement;
  • Adheres to security policies of Sutherland;
  • Performs additional tasks assigned related to his/her work and matching his/her qualification;
  • Develops and maintains professional, growth and improvement oriented relationships with the team managers
  •  Identifies improvement areas and works on improving/resolving them- including performance management, leadership, staffing and client engagement
  •  Provides leadership to the team and the client, acting as a positive role model at all times
  • Acts as a point of contact for the Tier 3 team, when it comes to exchanging feedback on concerns, improvement areas, best practices etc.;
  • Takes part in staff planning and forecasting to ensure smooth operation all year round
  • Monitors daily, weekly and monthly KPIs, identifies trends and flags alerts when needed – including Shrinkage, Productivity, OB emails, attendance, discipline etc.



  • Minimum 1.5 - 2 years managerial experience with focus on live channels support
  • Thorough understanding of advanced and technical troubleshooting
  • Sets examples through leadership in areas of personal character, commitment, organizational and communication skills, and work ethic
  • Active participator in round tables and workshops with Spotify, in order to improve the app performance, the internal tools and customer support
  • Good at relationship building
  • Team Player
  • Critical and Strategic thinking
  • Fluent communication in German and English
  • Ability to prioritize and manage several different tasks at once
  • Strong people management skills – ability to clearly communicate the goals, to motivate, coach and develop all team members
  • Attention to detail and process adherence
  • Good knowledge of MS Word, Excel, and PowerPoint
  • Successful managerial experience is a plus
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