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 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 :

Our most successful candidates will have:

• A Bachelors 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

Remote Work :

No

Employment Type :

Full-time