Team Manager – Palayan

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.

Employment type
Full-time

Work arrangement
No