Team Manager | Telco

Responsibilities: Impact the business : By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition. Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery. 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. Keep leaders informed: Relay important information in the form of timely and accurate reports. Our most successful candidates will have: • A Bachelor’s degree or Associate Degree is preferred but not required. • Experience in managing a team of 18 to 20 associates. • Experience and first-hand knowledge in a Tech or Telco environment on 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. Internal • Must have FY26 PDP rating of Exceeds Expectations (4) or Outstanding (5) • Tenure of at least 18 months • No Active DA Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager. We are a group of driven and supportive 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!