Team Manager

Job Description

Sutherland is seeking an experienced GERMAN-SPEAKING Team Manager to support one of our growing programs in Alexandria! The Team Manager will own day-to-day team performance and sales validation with excellent coaching, communication and people leadership skills! 

Core Responsibilities

• Validate agent activities against assigned lead volumes and resolve mismatches.
• Review sales with required artifacts; approve only validated sales.
• Reject invalid or incomplete sales and ensure only approved sales are counted.
• Conduct one-on-one coaching and review a minimum of one customer contact per agent per week.
• Document coaching and feedback in the Sutherland tool.
• Conduct pre-shift and post-shift huddles and cascade process or policy updates.
• Own team performance across sales, productivity, quality and attendance.
• Maintain quality and compliance oversight.
• Manage stakeholder communication, escalations and action plans.
• Review reporting and act on performance gaps.
• Support employee engagement and development.
• The team manager to validate the sales file before declaring it in the WBR on every Monday.

Qualifications

• 1-2 years of Team Management experience within the BPO industry
• MUST SPEAK GERMAN at a B1 level, B2 preferred!
• Ability to coach, mentor & develop a team of frontline agents
• B2B sales/customer service experience is key 
• Must be able to work onsite in Alexandria

Additional Information

All your information will be kept confidential according to EEO guidelines.