Sales Team Manager

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
Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities
i. Accomplish weekly deliverables, such as:
Coaching compliance inclusive of RCAs and action Plans.
Weekly Audit requirement and call scrubbings
Team attendance infractions insights thru internal Sutherland attendance tool
ii. Provide ideas that can help the client improve their product, business, processes and/or policies
iii. Present Team Performance to Clients in as needed basis
Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale
i. Set up accountability discussions on attendance and performance challenges
ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews
iii. Keep employees in the loop for any internal and external updates
Have Team participate on Site and Program employee engagement activities
iv. Come up with Team level mini engagement activities to hype moral
Preferred Candidate Profile:
Minimum 2 years of experience as a Team Manager
Strong sales operations background with a proven track record of driving performance
Demonstrated expertise in coaching and developing agents to achieve sales and service goals
Ability to effectively manage teams in a high-pressure, target-driven environment
Strong experience in managing and delivering results across multiple KPIs, including productivity, quality, customer experience, and revenue/sales metrics
Excellent stakeholder management, leadership, and communication skills

Employment type
Full-time

Work arrangement
No