Team Manager

Responsibilities

• Lead a team of customer service professionals to meet and exceed KPIs including CSAT, AHT, SLA, Quality, and Productivity
• Provide consistent feedback, coaching sessions, and performance improvement plans
• Analyze reports and identify trends to implement data-driven strategies
• Build strong relationships with clients and stakeholders to ensure alignment
• Manage queues, workflows, daily operations, and conduct root cause analysis
• Manage attendance, attrition, and shrinkage targets while fostering a positive team culture

Requirements

• 2–4 years of experience in a Team Leader or Manager role
• Experience in BPO or Contact Center environments preferred
• Experience handling Travel, Hospitality, or Customer Service accounts is an advantage
• Strong understanding of contact center metrics and operations
• Proficiency in MS Office (Excel, Word, PowerPoint)
• Excellent written and verbal communication skills

About the Company

Sutherland is a global provider of digital transformation services, leveraging AI, automation, and cloud engineering to drive business process excellence for iconic brands worldwide.