Total 2 job vacancies by Sutherland

Key Responsibilities of the Team Manager  

• Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance, and attrition.
• Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery.
• Influence the lives of others: Develop, train, and manage team members.
• Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
• Keep morale high: Ensure motivational programs are in place and encourage frequent recognition.
• Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports, analysis, and/or keen observations.
• Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
• Keep leaders informed: Relay important information in the form of timely and accurate reports. 

KEY RESPONSIBILITIES OF THE SME

• Empower the Work: Create, facilitate, Huddle Sessions to equip staff with fundamental skills and knowledge.
• Conduct BQM / Remedial training for the folks in nesting. Also conduct floor interventions for BQ teams.
• Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
• Take the lead: Delivering new hire training for the business, ensure to give a good learning experience for the new hires, ensuring to equip new hires with relevant skill set to meet the production goals from the first month post nesting Should partner with quality and training manager to identify skill and knowledge gap that leads to an instable performance trend Work with the training manager to prepare training content to run a BQ intervention for the business and Work with the training manager in catering the learning via the update management process and new launches.
• Support the team with complex queries and fill out accurate reports.
• Support the team manager and ensure the team delivers against key service levels metrics but also creates value for the clients by impacting business outcomes
• Handle phone calls and transactions for the program.
• Supervise and coach learners in nesting & BQM type environments;
• Coach and give feedback to trainees to help them fulfill performance metrics.