- Job Title: Team Manager Job
- Company: Sutherland Global Services
- Location: Hybrid/Remote
- Job Type: Full-Time
- Experience Level: Mid-Senior Level
- Industry: Business Process Outsourcing (BPO), Customer Service
- Salary: Rs. 23,000 – 56,000/- PM
Company Overview:
Sutherland Global Services is a chief Business Process Outsourcing (BPO) business employer company that has been imparting whole commercial enterprise company answers for over three years. Known for its dedication to innovation, excellence, and consumer delight, Sutherland has a global presence, with operations in more than one worldwide location serving customers in many industries, such as finance, healthcare, era, and retail.
The employer’s venture is to help clients gain their industrial company dreams by using the manner of handing over extremely good client reviews through a mixture of human information and the current era.
Job Summary: Team Manager Job
The Team Manager at Sutherland performs an essential characteristic in coping with and crucial a group of customer service representatives or specialists. The number one obligation is to make certain the institution meets or exceeds normal performance goals, inclusive of client pleasure, service tiers, and overall performance metrics.
The Team Manager acts as a bridge for some of the team individuals and pinnacle manipulate, making sure that business enterprise hints, strategies, and goals are efficaciously communicated and adhered to. This role requires robust management capabilities, deep records of customer service high-quality practices, and the functionality to force effects in a short-paced, dynamic environment.
Key Responsibilities: Team Manager Job
1. Team Leadership and Development
- Supervise and Lead the Team: Provide everyday supervision, guidance, and useful resources to a group of 10-20 customer support representatives or professionals. Ensure that every group member is familiar with their roles and obligations.
- Motivation and Engagement: Foster a fine and attractive painting environment by recognizing men or women and organization achievements, supplying wonderful remarks, and promoting a culture of non-prevent development.
- Training and Development: Identify education wishes and provide or arrange for appropriate education periods. Ensure group participants are ready with the critical abilities and recognize how to carry out their duties efficiently.
- Performance Management: Conduct normal universal performance evaluations and provide remarks to organization contributors. Develop and implement usual overall performance development plans for underperforming employees.
2. Operational Management
- Monitor Performance Metrics: Track key standard universal performance signs and symptoms (KPIs) which include commonplace cope with time (AHT), first call selection (FCR), patron pleasure (CSAT), and adherence to company degrees. Taking corrective movements at the same time is important to make sure desires are met.
- Schedule Management: Manage and optimize team schedules to make certain top enough insurance at some point of top instances at the same time as minimizing idle time. Ensure that the team adheres to their schedules and breaks.
- Process Improvement: Identify inefficiencies in present-day approaches and advise or place them into impact upgrades. Work carefully with the operations group to streamline workflows and improve issuer delivery.
- Reporting: Prepare and gift everyday critiques on the agency’s regular performance to better manipulate. Use information-driven insights to advise techniques for enhancing an organization’s traditional overall performance and consumer pleasure.
3. Customer Experience Management
- Quality Assurance: Monitor and evaluate patron interactions to make certain incredible provider delivery. Provide comments and training to organization contributors to hold or decorate issuer terrific.
- Customer Escalations: Handle complicated consumer troubles or escalations that require managerial intervention. Resolve problems in a nicely timed and awesome way, making sure that consumer issues are addressed.
- Client Interaction: Liaise with customers or stakeholders to understand their dreams and expectations. Communicate any changes or updates to the organization and make sure that client expectations are met or passed.
4. Communication and Collaboration
- Internal Communication: Serve due to the reality of the primary factor of contact among the team and higher control. Ensure that every company’s regulations, updates, and desires are communicated absolutely and immediately to the crew.
- Cross-Functional Collaboration: Work carefully with distinct departments which include Human Resources, Training, Quality Assurance, and IT to ensure smooth operations and address any issues that could arise.
- Team Meetings: Conduct everyday group meetings to talk approximately performance, and percentage updates, and deal with any problems or annoying situations. Encourage open communication and collaboration in the employer.
5. Compliance and Adherence
- Policy Adherence: Ensure that the group complies with all commercial enterprise organization recommendations, tactics, and prison necessities. Maintain a robust consciousness of records protection and confidentiality.
- Ethical Standards: Promote a lifestyle of integrity and ethical conduct in the team. Address any violations or worries right away and because it should be.
- Risk Management: Identify potential dangers or problems that might affect the crew’s performance or the agency’s reputation. Implement mitigation strategies to limit or get rid of those risks.
Required Skills and Qualifications: Team Manager Job
1. Educational Background
Bachelor’s Degree: Preferably in Business Administration, Management, or an associated problem. A grasp’s degree or greater certifications in control or customer service may be a bonus.
2. Experience
Relevant Work Experience: Minimum of five years of enjoy in a customer service or BPO environment, with at least 2 years in a supervisory or managerial role.
Industry Knowledge: Strong information about the BPO organization, in conjunction with customer support fine practices, call middle operations, and everyday performance management.
3. Technical Skills
Proficiency in CRM Systems: Experience with client dating manipulate (CRM) software program software utility and special applicable tools applied in customer service.
Data Analysis: Ability to investigate performance statistics and generate actionable insights. Proficiency in the usage of records analytics systems together with Excel or comparable software programs.
4. Leadership Skills
Team Leadership: Proven ability to guide, encourage, and expand a crew to obtain excessive typical overall performance.
Decision-Making: Strong choice-making abilties, with the capacity to evaluate situations, analyze facts, and make knowledgeable picks under pressure.
Conflict Resolution: Skilled in handling conflicts or disagreements in the organization and resolving problems in a truthful and nicely timed way.
5. Interpersonal Skills
Communication: Excellent verbal and written conversation talents, with the capability to successfully supply records to organization individuals, clients, and higher manipulate.
Customer Focus: Strong determination to provide amazing customer support. Ability to empathize with customers and recognize their needs.
6. Personal Attributes
Adaptability: Ability to thrive in a short-paced and dynamic environment. Willingness to comply to changing priorities and new traumatic situations.
Problem-Solving: Strong hassle-fixing talents, with the functionality to assume critically and creatively to discover answers to complicated issues.
Integrity: High ethical requirements and the willpower to do what is proper for the organization, group, and customers.
Career Path and Growth Opportunities
The function of a Team Manager at Sutherland offers full-size possibilities for career development. Successful Team Managers also can improve to better control roles which incorporate Operations Manager, Program Manager, or maybe Director of Operations, relying on overall performance and revel in.
Sutherland is dedicated to the expert improvement of its employees and gives several education programs, management development tasks, and mentorship opportunities to assist personnel obtain their career desires.
Company Culture and Values
At Sutherland, we trust in fostering collaborative and inclusive artwork surroundings in which every group member feels valued and supported. Our middle values encompass Integrity, Innovation, and Excellence. We are dedicated to developing a place of job wherein employees can thrive individually and professionally. We inspire non-save-you studying, encompass range, and try and preserve a healthful artwork-lifestyles balance for all our employees.
Application Process:
Interested candidates are encouraged to apply through submitting their resumes collectively with a cowl letter detailing their relevant experience and why they’ll be a great suit for the Team Manager role at Sutherland.
The software program manner generally includes an initial screening, followed by way of the use of one or more interviews with HR and senior control. Candidates will also be required to finish an evaluation or case take a look at to demonstrate their problem-fixing and manipulation skills.
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