Team Manager – Palayan

Sutherland is seeking a leadership-oriented and self-motivated person to join us as a 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!
 

Responsibilities:

• Impact the business: By driving results aligned with stated goals for performance metrics telephony metrics utilization productivity attendance and attrition.
• Manage administrative responsibilities: Such as attendance tracking queue administration and corrective delivery.
• Influence the lives of others: Develop train and manage team members.
• Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs resolve issues and meet expectations.
• Keep morale high: Ensure motivational programs are in place and encourage frequent recognition.
• Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
• Define Sutherlands reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
• Keep leaders informed: Relay important information in the form of timely and accurate reports.

Qualifications :

• A Bachelors degree or Associate Degree preferred but not required.
• Experience in managing a team of 18 to 20 associates.
• Experience and knowledge in supporting online gaming programs ( or same nature) as a customer service line of business.
• Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues.
• Strong customer-orientation when managing communications and 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 pro-active attitude towards developing trust and professional rapport with employees and team members; the ability to be a team-player.
• Willing to work onsite in Palayan with night/shifting schedules.

Additional Information :

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

Remote Work :

No

Employment Type :

Full-time