Associate Manager - Team Manager

Company Description

About Sutherland:

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

Job Description

• Impact the Bottom Line: Drive the performance of a team of Consultants, meeting and exceeding all KPI targets.                                                                                           
• Strengthen Relationships: Manage attrition, shrinkage, and other critical metrics of the team.               
• Influence the Lives of Others: Coach and mentor Consultants, providing feedback and performance management. 
• Keep Management Updated: Inform leadership on the latest trends of end-user customers and provide feedback to Ops Managers.                                                                                                         
• Define Sutherland's Reputation: Drive organizational initiatives within the team from time to time.

Qualifications

Qualifications Required:

• Essential: Grade 12
• Preferred: Tertiary qualification in management or relevant proven contact center experience

Experience, Knowledge, Skills and Attributes Required:

• A proven track record of delivering against client, customer and business outcomes
• 2 years’ experience working within BPO - Customer Service
• 3 years of team leader experience
• Be able to work in MS Office                                                                                                                 
• Be able to work in a fast-paced environment                                                                                         
• Have strong analytical skills                                                                                                                 
• Have strong verbal and written communication skills

Additional Information

Our Requirements:

• Minimum 1 year tenure in the applied role.
• Experience in managing teams and handling client.
• No Warnings/PIPs for the last 6 months ( For Internal hires).
• Less than 4% absenteeism in the last 6 months. ( For Internal hires)
• Meeting -at least- 85% of the KPls in the last 6 months ( For Internal hires).
• B2 English level