Opportunity at
SutherlandTeam Manager | Telco
Sutherland is hiring a Team Manager to oversee operations for a telecommunications program. This on-site position focuses on driving team performance, elevating customer experience metrics including…
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About This Role
Sutherland is hiring a Team Manager to oversee operations for a telecommunications program. This on-site position focuses on driving team performance, elevating customer experience metrics including resolution and CSAT, and leading continuous improvement initiatives. The role suits experienced people managers who possess a strong background in supporting telco, tech, and sales customer service operations. Responsibilities involve conducting weekly coaching, auditing calls, presenting performance data to clients, and acting as a…
Job Description
Sutherland is hiring a Team Manager to oversee operations for a telecommunications program. This on-site position focuses on driving team performance, elevating customer experience metrics including resolution and CSAT, and leading continuous improvement initiatives. The role suits experienced people managers who possess a strong background in supporting telco, tech, and sales customer service operations. Responsibilities involve conducting weekly coaching, auditing calls, presenting performance data to clients, and acting as a client advocate to monitor retention and boost employee morale through engagement activities.
Responsibilities
- Enhance team performance on customer experience metrics via call evaluations, behavioral coaching, and targeted action plans
- Fulfill weekly deliverables such as coaching compliance, RCAs, audit requirements, and call scrubbings
- Analyze attendance infractions using internal tracking tools
- Contribute suggestions to help the client enhance products, business procedures, and policies
- Deliver performance presentations to clients as requested
- Monitor retention risks and collaborate with the Operations Manager on stay interviews
- Communicate internal and external updates to the staff regularly
- Involve the team in site and program engagement events while organizing localized morale-boosting activities
Requirements
- Prior experience leading a team of associates
- Background supporting customer service lines of business for telco, tech, and sales programs
- Familiarity with performance metrics, measurements, thresholds, targets, and process owners
- Minimum tenure of 18 months for internal candidates
- FY26 PDP score of Exceed Most or Clearly Exceeds for internal candidates
- No active NDA for internal candidates
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the work location for the Team Manager role?
The posting specifies that this is an on-site position.
What experience is required for this position?
Candidates must have prior experience managing a team of associates, along with background knowledge in supporting telco, tech, and sales customer service programs.
Are salary and benefits mentioned in the posting?
The posting does not specify salary or benefit details.
Sample Interview Questions
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