Team Manager | Chat and Email Support

• 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 hospitality/travel program as a customer service line of business.
• Experienced with chat and email support.
• 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.

Sutherland