Senior Team Lead

1 week ago


Windsor, Ontario, Canada Sutherland Full time

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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