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!

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. 

Our most successful candidates will have: - Required Qualification: Graduate/post-graduate

• In-depth knowledge and experience in the US PDM Healthcare
• 4-5 years of experience in PDM process with over 2 years of experience as a Lead/SME.
• Experience in managing a team of direct reports.
• Proven track record in managing process, streamlining workflows and excellent people management.
• Strong verbal and written communication skills; the ability to communicate in a clear, constructive, and professional manner
• Good working knowledge in MS Office applications:  Word, Excel, & PPT
• Ability to adjust quickly and smoothly to changing priorities and conditions
• Ability to interpret data, identify trends, and make suggestions for improvements
• The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
• Pro-active ability in developing trust and professional rapport with employees and team members.

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.
• 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.