Who We Are
Sutherland is a worldwide leader in digital transformation and
superior customer service. We are the engine behind the experience
giants of today—the companies best known for the transformative
experiences they deliver, working in a broad range of industries,
from Technology & Travel to Telecommunications, Banking, and so
much more.
What We Are Looking For
Sutherland Bulgaria is looking for a motivated Team Manager to join
our dynamic and multicultural team. If you want to become part of
an exciting, positive, and truly international environment where
you can develop yourself professionally, get closer to and work for
industry global leaders in a variety of sectors, then this is the
right place for you.
As a Team Manager, you will help grow our teams to deliver an
exceptional customer experience at scale. Day-to-day, you will be
responsible for coaching your team, surfacing opportunities to
improve our Support systems, executing against those, and
partnering cross-functionally to continually enhance the experience
of our users.
What you’ll do:
• Apply a balanced management approach with equal emphasis on
business, performance and people management results
• Process and resolve all escalated issues and ensure customer
satisfaction
• Monitor and manage the team’s performance metrics and the contact
transactions of team members
• Conduct meetings with team members. Cascade latest process
related inputs from the client and the management, to the floor
• Stack rank all team members, based on the performance metrics –
attendance, quality audit scores
• Analyze trends/data and drive development of plans to take
advantage of potential opportunities to improve efficiencies of the
team and deliver higher customer satisfaction
• Monitor daily, weekly and monthly KPIs, identify trends and flag
alerts when needed
What you need to have:
• Fluency in German and English
• Minimum 3 years of experience in the industry and 1 year of
previous successful experience as a Team Manager.
• Experience with client-facing communication will be considered an
advantage.
• Very good Proficiency in MS Word, Excel, and PowerPoint
• Ability to interpret, understand and respond to customer
needs
• Strong people management skills – ability to clearly communicate
goals, to motivate, coach and develop all team members
• Attention to detail and process adherence
• Ability to work from one of our modern spaces in Sofia, Varna or
Burgas
What We Offer:
• Standard working hours and 90% work from home
• Competitive salary according to job market
• Join a recognized international market leader and enrich your CV
by working for renowned worldwide brands
• An ambitious company culture, encouraging internal promotions and
professional development
• Excellent social benefits package
• Top-notch on-the-job training
• Team Building and social activities, participation in voluntary
work, charity causes
• A modern office space on a communicative location