Company Description

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.

Job Description

The Team Leader serves as a key figure in managing the day-to-day operations of the delivery team, ensuring seamless communication with local market stakeholders (e.g., Q&FS, S&RA, Marketing, CA) and the program’s Consumer Care (CC) teams. The role emphasizes both crisis management and regular operations, ensuring effective case management in salesforce, performance monitoring across channels, knowledge management & even client facing responsibilities on a day to day. The Team Manager provides directions to onsite Program and cross-functional leaders, ensuring that both employee engagement and client satisfaction are consistently met. To oversee the execution of operational goals, manage performance and coaching, and lead activities related to retention and talent development.

Responsibilities:

1. People Management

Lead the team by providing real-time feedback, product/process clarification, and fostering continuous improvement in case management.Conduct onboarding “Getting to Know” sessions, ensuring that new hires are successfully integrated into the team.Assist in training and performance enhancement sessions to continuously improve team competency.

2. Performance Management

Monitor and analyze team performance to provide sustainable action plans for growth and development.Provide coaching and conduct quality reviews for ambassadors and ensure that feedback is delivered consistently.

3. Case Scrubbing & Quality Assurance

Scrub and review case in Salesforce for case statuses daily, ensuring that data is accurate, and severity levels are adhered to as per process guidelines.

3. Client Relationship & Stakeholder Coordination

Serve as the primary point of contact for clients and stakeholders, addressing queries and providing regular updates.Facilitate communication regarding case status, trends, and product/process updates.Participating in performance business reviewsWork with Account Leads and Program Leads to maintain strong client relationships and advocate for their needs within the program.Support efforts to improve the Net Promoter Score (NPS) by providing exceptional operational performance and ensuring consumer satisfaction.

4. Training & Development

Assess training needs with Account Managers (AM) and Training team and help with the revision of training agendas as necessary.Support and conduct team huddles and training sessions, ensuring ambassadors are up to date with the latest product/process knowledge.

5. Performance Management & Operational Metrics

Track and report key performance metrics (e.g., CSAT, attendance, quality scores) and provide feedback for improvement.Identify and implement performance improvements to meet operational and quality standards.Ensure the team is meeting or exceeding client quality metrics, such as CSAT, AHT, and quality scores.

6. Risk Management & Process Compliance

Ensure compliance with privacy and security guidelines in handling consumer data.Monitor and reinforce adherence to organizational SOPs and security procedures.Lead efforts to ensure compliance with organizational standards and regulatory requirements (e.g., InfoSec, physical security, operational processes).Serve as the lead for Business Continuity Planning (BCP) and disaster recovery testing.Ensure all team activities comply with legal, regulatory, and organizational policies.Lead the preparation and activation of the BCP when necessary.

7. Financial Management

Monitor and report hardware and software issues affecting team productivity.Collaborate with Workforce Management (WFM) and Account Leads to ensure accurate forecasting to meet contractual SLAs, queue management, scheduling, attrition and shrinkage requirements

8. Succession Planning & Talent Development

Work with AM/SD to engage in succession planning and talent development activities, ensuring career growth and retention of top talent.Ensure that all developmental training for ambassadors and senior staff is planned and executed on time.

9. Client Advocacy & Alignment with Account’s Values

Act as a client advocate, ensuring alignment with account’s core values: Responsibility, Mutuality, Efficiency, Freedom. Work with Account Leads and Program Leads to maintain strong client relationships and advocate for their needs within the program.Support efforts to improve the Net Promoter Score (NPS) by providing exceptional operational performance and ensuring customer satisfaction.

Qualifications

Our most successful candidates will have:

Degree holder preferred but not required.Minimum of 2 years’ experience in supporting a team in a contact center setting, supported a retail program for a minimum of 2 years.Knowledge in handling insurance claims is good to have.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.

Additional Information

All your information will be kept confidential according to EEO guidelines.