Company Description:
Join Sutherland – Where People + AI Drive Exceptional Experiences
At Sutherland, we don’t just support businesses—we transform them. By combining human expertise with cutting-edge technologies like AI, automation, and advanced analytics, we help some of the world’s most iconic brands deliver exceptional customer experiences.
Be part of a company that values innovation, leadership, and career growth—and take the next step in your leadership journey in the exciting Travel & Hospitality space.
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
- FY25 PDP score of 4 or 5
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