Company Description:
Sutherland seeks a leadership-oriented and self-motivated person to join us as a Senior 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:
Responsibilities:
- The Sr Team Managers' primary focus is to oversee, coach, and develop Customer Care to respond to customer and dynamic partner inquiries, resolve issues, and answer various questions.
- The Sr Team Manager will monitor email/call volume, email backlogs, and actions/responses of the agents or team members to maintain and improve the resolution's quality and integrity.
- The Sr Team Manager is responsible in supervising and developing Team Managers if needed due to ratio and business needs.
- Assist in agent goal-setting practices.
- Take escalated calls.
- Strong collaboration with the Training department.
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 50 to 60 associates.
- Experience and knowledge in supporting travel and hospitality program as a customer service line of business.
- Demonstrated leadership skills; the ability to take the lead in making improvements and resolving 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:
- Must have FY24 PDP rating of Exceeds(4) Expectations or Outstanding(5)
- Tenure of at least 18 months
- No Active DA
Additional Information:
All your information will be kept confidential according to EEO guidelines.
