Team Manager - Tech

Company Description

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!

Job Description

Key Responsibilities:

• Lead, manage, and support a team of customer support agents, ensuring effective handling of customer queries and troubleshooting issues.
• Responsible to meet their Team’s KPI performance and ensure that underperformance is managed
• Provide support to the team by acting as the first line of escalation for customer-related queries in order to provide exceptional customer service.
• Interact with Onshore staff and provide feedback & performance plans.
• Discover training needs and provide regular coaching
• Analyze data & identify RCA for feedback & holistic coaching
• Be directly responsible towards fostering the development of the team by motivating them and ensuring career advancements
• Evaluate and coordinate operational, administrative, IT and, HR issues for the team
• Management of the team’s absenteeism and attrition.
• Identifies and analyses problems; distinguishes between relevant and irrelevant

Qualifications

Our most successful candidates will have:

• Technical Proficiency: Strong computer literacy with the ability to quickly learn
• Technical Knowledge: Basic understanding of CSS, HTML, and WordPress is highly advantageous. Proficient in Microsoft Office applications, such as MS-Excel and PowerPoint.
• Troubleshooting Skills: Confident and competent in diagnosing and resolving technical issues.
• Team Leader Skills: Strong leadership and people management abilities, with experience in coaching, mentoring, and developing teams. Ability to analyze agent and team performance data, identify trends, and create effective action plans. Strong customer orientation with a service-oriented attitude.
• Communication: Fluent in written and verbal English, with the ability to comprehend and effectively communicate with onshore team and external customers who are business professionals. Able to present findings, data, and recommendations to internal and stakeholders.
• Leadership and Time Management Skills: Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables. Self-starter has a sense of urgency and works well under pressure. Strong attention to detail. Sense of professionalism and ability to develop good relationships. Effective problem-solving skills.
• Personal Attributes: Highly Energetic & Enthusiastic. Works effectively as part of a team and collaborates across functional teams.

Additional Information

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