Team Manager – Palayan

Skills this role screens for

About the role

Sutherland is seeking a leadership-oriented and self-motivated person to join us as a 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: • 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 recognition. • 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. • 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 online gaming programs ( or same nature) 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. • Willing to work onsite in Palayan, with night/shifting schedules. All your information will be kept confidential according to EEO guidelines.