苏州招聘

General Description of Duties

· Team Manager responsible for the day to day operations of a team of 15-18 representatives.

· Supervises team in accordance with company policies and procedures.

· Manages systems and processes to meet program productivity and quality goals.

Primary Job Responsibilities:

- Monitor team performance by way of goal planning, process adherence, daily reviews and review of the KPIs

- Establish team goals and conduct performance appraisals

- Complete reports / data analysis, action planning & execute business plans

- Attain all efficiency metrics of the program as defined by the contract

- Attain all quality metrics as determined by the contract

- Develop consultants by using tactical coaching/ feedback and providing ongoing training

- Schedule and conduct team meetings and provide constant communication on product and policy updates

- Create and support programs that encourage employee engagement

- Communicate with management on potential attrition

- Partner with HR in disciplinary issues with consultants including and up to termination recommendations

- Ensure ongoing training and knowledge support to front line staff to continually improve performance of the program

- Support Team Managers and Consultants by providing back-up floor assistance to answer questions

- Take top level customer escalations to provide product, administrative and technical issue resolution

Skills/Education:

- Associate or Bachelor’s Degree in Business with 3-5 years of supervisory experience preferred

- Knowledge of program’s processes, procedures and technology with focus on meeting KRA and client metrics.

- Must be self motivated, detail oriented, organized and flexible with the ability to learn client driven material.

- Demonstrates ability to work in a team environment accepting responsibility for decisions and how results may impact team.

- Strong written and verbal communication skills.

- Proficient in Microsoft Office, internet, basic PC and keyboarding skills with the ability to type 30 wpm and to use

- Multi-task applications as required.

- Ability to adhere to Sutherland’s policies and procedures.

Sutherland Global Services（下称“Sutherland”）创建于1986年，是一家致力于业务流程和技术管理服务的专业服务公司。Sutherland为客户提供支持其完整生命周期的一整套包括后台分析与前台管理服务的集成解决方案。

Sutherland也是全球规模***的独立商业流程外包公司之一，为全球主要的行业纵向市场的先导者提供服务。

Sutherland总部位于美国纽约州罗切斯特市，员工规模超过三万。已在美国，加拿大，巴西，墨西哥，哥伦比亚，牙买加，斯洛伐克，爱沙尼亚共和国，瑞典，保加利亚，英国，摩洛哥，阿联酋，埃及，马来西亚，菲律宾，印度和中国设有客户联系中心。

苏州赛思澜信息技术服务有限公司
Email: referral.china@sutherlandglobal.com
电话：0512-87180518
地址：苏州工业园区星湖街328号创意产业园内11栋-5楼
Referral.china@sutherlandglobal.com
公交路线：可乘公交115,128,146,177,180到“创意产业园”站 或 地铁二号线在月亮湾站