Sr Team Manager

Company Description

Sutherland seeks a leadership-oriented and self-motivated person to join us as a Senior 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!

Job Description

Responsibilities:

• The Sr Team Managers' primary focus is to oversee, coach, and develop Customer Care to respond to customer and dynamic partner inquiries, resolve issues, and answer various questions.
• The Sr Team Manager will monitor email/call volume, email backlogs, and actions/responses of the agents or team members to maintain and improve the resolution's quality and integrity.
• The Sr Team Manager is responsible in supervising and developing Team Managers if needed due to ratio and business needs.
• Assist in agent goal-setting practices. 
• Take escalated calls.
• Strong collaboration with the Training department. 

Qualifications

Our most successful candidates will have:

• A Bachelor’s Degree or Associate Degree is preferred but not required.
• Experience in managing a team of 50 to 60 associates.
• Experience and knowledge in supporting travel and hospitality program as a customer service line of business.
• Demonstrated leadership skills; the ability to take the lead in making improvements and resolving 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 FY24 PDP rating of Exceeds(4) Expectations or Outstanding(5)
• Tenure of at least 18 months
• No Active DA

Additional Information

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