Team Performance Manager

5 days ago

Windsor, Ontario, Canada Sutherland Full time

Job Title: Sr. Team Manager

Job Summary:

We are seeking a highly skilled and experienced Sr. Team Manager to join our team at Sutherland. As a Sr. Team Manager, you will be responsible for managing team performance and ensuring that our customer experience metrics are met.

Key Responsibilities:

  • Manage Team Performance: Improve team performance on customer experience metrics through call listening, behavioral coaching, and setting effective action plans.
  • Client Advocate: Address team attendance and attrition through relationship building and removing barriers that affect people metrics.

Qualifications:

  • At least 1 year of experience as a Team Leader/Team Manager in a BPO setup - retail or customer service program experience will be a plus.
  • 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; work as a team-player.
  • Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements.
  • Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
  • Flexible availability.

Additional Information:

All your information will be kept confidential according to EEO guidelines.

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