Team Manager - Travel

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:

What You’ll Do

As a Team Manager, you will lead, inspire, and develop a team of customer service professionals supporting a global travel account.

Key Responsibilities:

• Drive Team Performance: Lead a team to meet and exceed KPIs (CSAT, AHT, SLA, Quality, Productivity)
• Coach & Develop Talent: Provide consistent feedback, coaching sessions, and performance improvement plans
• Deliver Business Results: Analyze reports, identify trends, and implement data-driven strategies
• Client & Stakeholder Management: Build strong relationships and ensure alignment with client expectations
• Operational Excellence:
  • Manage queues, workflows, and daily operations
  • Conduct root cause analysis (RCA) and implement corrective actions
  • Lead continuous improvement initiatives
• People Management:
  • Manage attendance, attrition, and shrinkage targets
  • Foster a positive and engaging team culture

Qualifications:

What We’re Looking For

Qualifications:

• At least 2–4 years of experience in a Team Leader/Manager role (BPO/Contact Center preferred)
• Experience handling Travel, Hospitality, or Customer Service accounts is an advantage
• Strong understanding of contact center metrics and operations
• Proven ability to lead teams and drive performance improvements

Skills & Competencies:

• Strong analytical and problem-solving skills
• Excellent communication (written & verbal)
• Ability to thrive in a fast-paced, dynamic environment
• Proficiency in MS Office (Excel, Word, PowerPoint)
• Strong coaching, mentoring, and stakeholder management skills
• Highly adaptable and results-driven

What Sets You Apart

• Passion for customer experience and team development
• Data-driven mindset with a focus on continuous improvement
• Ability to influence, motivate, and inspire teams

Additional Information:

Internal Qualifications:

• Tenure of at least 12 months on current position
• No DA for the past 6 months
• Recent FY PDP score of 4 or 5