Team Manager/Team Leader

Company Description

At Sutherland we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Team Manager who will lead, develop and motivate a high-performance team of support professionals. If you believe you have what it takes and you are ready to take the next step in your career, come work with us! 

Job Description

As a Team Manager, you will set the path to success by managing performance and service quality to guarantee customer satisfaction. You are also expected to:

- Leads, monitors, and supervises the team of 10 to 15 to achieve organization goals.

- Establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations

- Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations that would impact the bottom line

- Identify areas for service improvement and make recommendations to the management team.

- Identify the training needs that will equip the staff with fundamental skills and knowledge

- Have a thorough understanding of the various system tools and operational procedures utilized within the program

- Collaborate with stakeholders on a regular basis for changes on promotions and updates

- Conduct all defined and required process compliance and adherence to all team members, partners and third-party providers 

- Assist in hiring process.

- Manage scheduling and staffing requirements for the night shift to ensure adequate coverage and optimal team performance.

- Process improvement: Collaborate with cross-functional teams to identify opportunities for process improvements and recommend and implement solutions to enhance efficiency and customer experience.

- Quality Assurance: Conduct regular quality assurance assessments to maintain service quality standards and identify areas for improvement.

Qualifications

Our most successful candidates will have:

- Finished a Bachelor’s Degree of any course

- One to two years of experience in similar role, proven experience in technical support or customer service roles, preferably in the hospitality or technical industry is a plus.

- Professional-level fluency in English AND Mandarin.

- Permanent night shift (9 hours 24/7 shift, 2-day week off)

- Have strong analytical skills; able to interpret data, identify trends, and make suggestions for improvements.

- Strong technical aptitude and familiarity with restaurant POS systems is a plus.

- Effective Coaching skills.

- Have demonstrated leadership skills; able to take the lead in making improvements and resolving issues

- Be able to efficiently manage time and keep track of multiple schedules, meetings, and initiatives

- Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner

- Have excellent working knowledge of MS Office applications 

Additional Information

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