Team Manager

hace 4 días

Barranquilla, Colombia Sutherland A tiempo completo

At Sutherland we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a **Team Manager
- Telco** who will lead, develop and motivate a high-performance team of support professionals.

If you believe you have what it takes and you’re ready to take the next step in your career, come work with us

As a **Team Manager
- Telco**, you will set the path to success by managing performance and service quality to guarantee customer satisfaction. You are also expected to:
**Key Responsibilities**:

- Influence the lives of others through developing, training and managing team members
- Strengthen relationships by establishing and maintaining communication with clients and/or team members; understand needs, resolve issues, and meet expectations
- Ensure that motivational programs and frequent recognitions are in place to keep the morale high
- Have a thorough understanding of the various system tools and operational procedures utilized within the program
- Perform record keeping tasks such as daily communication logs and process trackers
- Ability to handle escalations and support the floor on any domain related queries
- Monitor and manage the team’s performance metrics and stack rank them based on the results presented

**Qualifications**:
**Required Experience/Skills**:

- If internal, desirable to be a TMU Essentials certified or currrently enrolled.
- One to two years of experience in a similar role in a contact center setting. Telco experience is required.
- Have strong analytical skills; able to interpret data, identify trends, and make suggestions for improvements
- Have demonstrated leadership skills; able to take the lead in making improvements and resolving issues
- Be able to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
- Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
- Have 1 year experience on AT&T programs.

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