At Sutherland we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding.
Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Team Manager- Telco who will lead, develop and motivate a high-performance team of support professionals.
If you believe you have what it takes and you’re ready to take the next step in your career, come work with us! As a Team Manager- Telco , you will set the path to success by managing performance and service quality to guarantee customer satisfaction.
You are also expected to : Key Responsibilities :
Influence the lives of others through developing, training and managing team members
Strengthen relationships by establishing and maintaining communication with clients and / or team members; understand needs, resolve issues, and meet expectations
Ensure that motivational programs and frequent recognitions are in place to keep the morale high
Have a thorough understanding of the various system tools and operational procedures utilized within the program
Perform record keeping tasks such as daily communication logs and process trackers
Ability to handle escalations and support the floor on any domain related queries
Monitor and manage the team’s performance metrics and stack rank them based on the results presented
Required Experience / Skills :
If internal, must be a TMU Phase 1 certified
One to two years of experience in a similar role in a contact center setting. Telco experience is required.
Have strong analytical skills; able to interpret data, identify trends, and make suggestions for improvements
Have demonstrated leadership skills; able to take the lead in making improvements and resolving issues
Be able to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
Have excellent working knowledge of MS Office applications