About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Responsibilities:
The Team Managers' primary focus is to oversee, coach, and develop Customer Care to respond to customer, supplier, and dynamic partner inquiries, resolve issues, and answer various questions.The Team Manager will monitor email/call volume, email backlogs, and actions/responses of the agents to maintain and improve the resolution's quality and integrity.Assist in agent goal-setting practices. Take escalated calls.Strong collaboration with the Training department. QualificationsOur most successful candidates will have:
A Bachelor’s Degree or Associate Degree is preferred but not required.Experience in managing a team of 18 to 20 associates/agents.Experience and knowledge in supporting sports streaming services as a customer service line of business.Sports enthusiast preferred but not required.Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues.Strong customer orientation when managing communications and issues.The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.Knowledge of metrics, their measurements, thresholds, targets, and process owners.A proactive attitude towards developing trust and professional rapport with employees and team members; the ability to be a team player.Amenable working onsite in Taguig.