Team Manager - Tech Support
Team Manager - Tech Support
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Team Managers in this role get to:
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 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 is preferred but not required.
- Experience in managing a team of 18 to 20 associates.
- Experience and firsthand knowledge in a Telco environment and 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:
- FY24 PDP Rating of Exceeds Expectations or Outstanding
- No active DA
- Tenure of 18 mos
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
