Team Manager | Telco

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 recognitions.

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.

Our most successful candidates will have:

• •A Bachelor’s degree or Associate Degree is preferred but not required.
• •Experience in managing a team of 18 to 20 associates.
• •Experience and first-hand knowledge in a  Tech or Telco environment on 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 proactive attitude towards developing trust and professional rapport with employees and team members; the ability to be a team player.

Internal

• •Must have FY26 PDP rating of Exceeds Expectations (4) or Outstanding (5)
• •Tenure of at least 18 months
• •No Active DA

Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager. We are a group of driven and supportive 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!