Company Description:
Sutherland is seeking a leadership-oriented and self-motivated person to join us as a Customer Care Team Manager | Mandarin and Japanese Speaking. 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
- Leads, monitors, and supervises the team of at least 10 associates (may vary according to program ratio requirement) to achieve organization goals.
- Identify areas for service improvement and make recommendations to the management team.
- Assist in hiring process.
- Manage scheduling and staffing requirements for the night shift to ensure adequate coverage and optimal team performance.
- Process improvement: Collaborate with cross-functional teams to identify opportunities for process improvements and recommend and implement solutions to enhance efficiency and customer experience.
- Quality Assurance: Conduct regular quality assurance assessments to maintain service quality standards and identify areas for improvement.
- Training and Development: Develop and implement training programs to enhance customer service and technical skills, also product knowledge of team members. Provide ongoing coaching and feedback to support their professional growth.
Qualifications:
Our most successful candidates will have:
- A Bachelor’s degree or Associate Degree is preferred but not required.
- At least two (2) years of relevant Team Leader experience managing a minimum of 10 team members.
- Proven experience in customer service roles in a contact center environment.
- Effective Coaching skills.
- Proficient in MS Office (esp. PowerPoint, Excel); e-learning software is an asset.
- Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner. Fluent/high proficiency in Mandarin and Japanese.
Additional Information:
All your information will be kept confidential according to EEO guidelines.
