Team Manager (Retention)

Promoted Parent
  • Post Date: September 7, 2021
  • Apply Before: November 30, 2021
  • Applications 0
  • Views 46
Job Overview

Job Description:

At Sutherland we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Team Manager who will lead, develop and motivate a high-performance team of sales & retention support professionals. This role will sit in our Cheseapeake, VA office.
If you believe you have what it takes and you are ready to take the next step in your career, come work with us!
As a Team Manager, you will set the path to success by managing performance and service quality to guarantee customer satisfaction. You are also expected to:
  • Establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations
  • Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations that would impact the bottom line
  • Identify the training needs that will equip the staff with fundamental skills and knowledge
  • Have a thorough understanding of the various system tools and operational procedures utilized within the program
  • Collaborate with stakeholders on a regular basis for changes on promotions and updates
  • Conduct all defined and required process compliance and adherence to all team members, partners and third-party providers


Our most successful candidates will have:

  • One to two years of BPO leadership experience (retention sales is highly desirable) 
  • Experience supporting a telecom campaign/program is a major plus
  • Ability to hold a team of 12-15 to specific client KPIs/metrics
  • Must be open to working onsite at our Chesapeake, VA office (1313 Executive Blvd)
  • 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
  • HS Diploma, Associates Degree preferred
  • 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 
Job Detail
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