Team Manager, Service Delivery Management at Sutherland


Team Manager

  • Job Category: Service Delivery Management
  • City: USA Work at Home
  • State: USA Work At Home
  • Work Location: USA Work at Home

Job Description

Sutherland is seeking a leadership-oriented and self-motivated person to join us as a Team Manager for Sales. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Managers in this role get to:

  • Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition.
  • Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery.
  • Influence the lives of others: Develop, train, and manage team members.
  • Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
  • Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions.
  • Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
  • Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
  • Keep leaders informed: Relay important information in the form of timely and accurate reports.


Our most successful candidates will have:

  • Experience in managing a team of work-from-home direct reports
  • Experience and knowledge in sales
  • A Bachelor’s degree
  • Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues
  • Strong verbal and written communication skills; the ability to communicate in a clear, constructive, and professional manner
  • Strong customer-orientation when managing communications and issues
  • The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
  • A pro-active attitude towards developing trust and professional rapport with employees and team members; the ability to be a team-player
  • Must have completed phase 1 of TMU

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