Sutherland Global Services

Team Manager

2 weeks ago
Job ID
Operations - Service Delivery


Sutherland is searching for a Team Manager to lead, develop, and motivate a high-performance team of support professionals.  We are looking for somebody who can understand the needs of individuals and work to instill knowledge and confidence.  If you believe you have what it takes and you’re ready to take the next step in your career, apply today!


  • Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions; Provide constructive feedback
  • Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
  • Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction; Prioritize client deliverables and maintain TAT
  • Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations; prepare & analyze the reports, take necessary actions to improve the process based on the analysis
  • Influence the lives of others: Develop, train, and manage team members; take ownership of the process and team members’ performance; supervise the team members productivity and quality; Set targets periodically and constantly follow it up with the agents; Conduct team huddles


Education Requirements: Bachelor’s degree

Experience Requirements: Healthcare domain experience


To succeed in this position, you must:


  • Have in depth process knowledge
  • Have strong knowledge of MS Office applications
  • Have ability to possess coaching and mentoring skills
  • Have capability to coordinate operations and team members
  • Be customer-oriented in managing communications and issues
  • Have ability to interact with employees across any level in the organization
  • Be able to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
  • Have demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
  • Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
  • Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
  • Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner


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