Leadership Oriented Client Care Manager
4 days ago
Sutherland is seeking a Customer Care Team Manager | Mandarin and Japanese Speaking to join our team and lead, monitor, and supervise a team of at least 10 associates to achieve organizational goals.
Responsibilities:
- Lead and manage the team to ensure adequate coverage and optimal team performance.
- Identify areas for service improvement and make recommendations to the management team.
- Manage scheduling and staffing requirements for the night shift.
- Collaborate with cross-functional teams to identify opportunities for process improvements.
- Conduct regular quality assurance assessments to maintain service quality standards.
- Develop and implement training programs to enhance customer service and technical skills.
Qualifications:
- A Bachelor's degree or Associate Degree is preferred but not required.
- At least two (2) years of relevant Team Leader experience managing a minimum of 10 team members.
- Proven experience in customer service roles in a contact center environment.
- Effective Coaching skills.
- Proficient in MS Office; e-learning software is an asset.
- Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner. Fluent/high proficiency in Mandarin and Japanese.
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