Team Lead

Role & responsibilities

Job Description

• Impact the Bottom Line: Drive the performance of a team of consultants, meeting and exceeding all KPI targets.
• Strengthen Relationships: Manage attrition, shrinkage, and other critical metrics of the team.
• Influence the Lives of Others: Coach and mentor Consultants, providing feedback and performance management.
• Keep Management Updated: Inform leadership on the latest trends of end-user customers and provide feedback to Ops Managers.
• Define Sutherland's Reputation: Drive organizational initiatives within the team from time to time.
• Coaching, Feedback, weekly monitoring target as set by the program
• Support team in handling customer or client escalations

Preferred candidate profile

• Bachelors degree or college diploma.
• Overall 4-7 years of relevant customer service experience with min of 1 years in team management.
• Highly independent, strong work ethic and dynamic individual who thinks creatively and enjoys working in a fast-paced environment.
• Should possess strong presentation and interpersonal skills.
• MIS skillset - Good knowledge of MS Office suite.
• Minimum B2+ (CEFR) language proficiency requirement