Job Description

As a Sr. Team Manager , you get to :

Manage 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

• 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
• Provide ideas that can help the client improve their product, business, processes and / or policies
• 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.
• Set up accountability discussions on attendance and performance challenges
• Report potential risks on employee retention and partner with Operation leadership on the same
• Keep employees in the loop for any internal and external updates
• Participate and lead employee engagement activities
• Create team-level activities to improve morale

Qualifications

• At least 1 year of experience as a Team Leader / Team Manager in a BPO setup - retail or customer service program experience will be a plus!
• MUST be French Canadian - English Bi-lingual
• Be able to work in a fast-paced environment
• Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
• Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
• Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
• Flexible availability

Additional Information

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