Senior Team Lead
1 week ago
Job Title: Senior Team Lead
Job Summary:
We are seeking a Senior Team Lead to join our team at Sutherland. As a Senior Team Lead, you will be responsible for managing team performance and improving customer experience metrics.
Key Responsibilities:
- Manage team performance and improve customer experience metrics through call listening, behavioral coaching, and setting effective action plans.
- Address team-level variation through targeted coaching for outliers and involving in continuous improvement activities.
- Accomplish weekly deliverables, such as coaching compliance, weekly audits, and team attendance infractions insights.
- Provide ideas to help clients improve their products, business, processes, and policies.
- Present team performance to clients as needed.
Qualifications:
- At least 1 year of experience as a Team Leader/Team Manager in a BPO setup.
- 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.
- Have strong analytical skills and be able to interpret data, identify trends, and make suggestions for improvements.
- Have strong verbal and written communication skills.
- Flexible availability.
Additional Information:
All your information will be kept confidential according to EEO guidelines.
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