Operations Team Leader - Telecommunications
20h ago

Job Description

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, must be a TMU Phase 1 certified
  • 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 excellent working knowledge of MS Office applications
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