Team Manager

Company Description:

Sutherland seeks 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!

Job Description:

Responsibilities:

• The Team Managers' primary focus is to oversee, coach, and develop Customer Care to respond to customer, supplier, and dynamic partner inquiries, resolve issues, and answer various questions.
• The Team Manager will monitor email/call volume, email backlogs, and actions/responses of the agents to maintain and improve the resolution's quality and integrity.
• Assist in agent goal-setting practices.
• Take escalated calls.
• Strong collaboration with the Training department.

Qualifications:

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 knowledge in supporting sports streaming services as a customer service line of business.
• Sports enthusiast
• 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.

Additional Information:

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