Team Manager Tech - Streaming

About the role

Sutherland is looking for a highly motivated, results-driven Team Manager to lead and develop a team of Customer Support Consultants supporting a Streaming campaign. The role focuses on operational excellence, meeting key business metrics, employee engagement and a great customer experience, in a fast-paced digital environment.

Key responsibilities

• Lead a team of consultants to meet KPIs on productivity, quality, customer satisfaction, attendance and efficiency, and monitor daily, weekly and monthly performance
• Analyse operational data and trends, ensure SLA and operational target compliance, and implement improvement plans
• Coach, mentor and review team members, recognise high performers and address performance gaps
• Manage attendance, attrition, shrinkage, scheduling and workforce productivity, and partner with HR and Operations on employee relations
• Monitor customer trends and feedback, escalate critical issues and act as a liaison between frontline operations and leadership
• Present performance reports and business reviews, support change management and special projects

Required profile

• Proven leadership experience in customer service, contact centers or BPO environments
• Strong knowledge of people management, performance coaching and employee development
• Ability to manage change, drive accountability and handle multiple priorities in a fast pace
• Preferred: experience in media, entertainment, technology or streaming, familiarity with customer experience and workforce management, escalation handling, and a passion for music and digital entertainment

Required skills

• Advanced Microsoft Office, especially Excel and PowerPoint for reporting and presentations
• Strong analytical and problem-solving skills, interpreting operational metrics
• Excellent verbal and written communication