Team Manager | Telco
Core
Manage a team of 10-15 associates to improve Customer Experience metrics (Resolution and CSAT) through coaching, compliance audits, and action plans.
Role type
Team Manager (Customer Service)
Builds
Customer service operations and team performance
Domain
Telecommunications / Customer Service
Deliverable
dashboards & analysis
Required skills
Team performance management, behavioral coaching, conflict resolution, people management, metrics analysis, process improvement, employee engagement, attendance management, stakeholder communication
Preferred skills
Telco environment experience, product/business process knowledge, proactive attitude, trust building
Technologies
Internal Sutherland attendance tool
Responsibilities
Conduct call listening and behavioral coaching, perform weekly audits and call scrubbings, manage attendance infractions, present team performance to clients, address team attrition and retention issues, organize employee engagement activities, report red flags on retention to Operations Manager
Seniority
Mid-level, hands-on IC