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 Sutherland’s 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.

• •A Bachelor’s 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.

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

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.

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