Sutherland is searching for a Team Manager to lead, develop, and motivate a high-performance team of technical support professionals. We are looking for someone who can understand the needs of individuals and work to instill knowledge and confidence while working from their remote or home office. If you believe you have what it takes and are looking for a fulfilling career within an expanding company, apply today!

The person in this role will impact the business by driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition. They will also have administrative responsibilities, such as attendance tracking, queue administration, and corrective delivery.

Team Managers in this role get to:

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

Our most successful candidates will have:

• A Bachelor’s degree or Associate Degree preferred but not required.
• Experience in managing a team of 18 to 20 associates.
• Experience and knowledge in supporting customer service programs as 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 pro-active attitude towards developing trust and professional rapport with employees and team members; the ability to be a team-player.

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