Greetings from Sutherland!

We are hiring for Operations Team Leaders(Associate Manager) for our Hyderabad(Lanco Hills, Manikonda) location. This is a 5 day work from office opportunity with rotational shifts and transport will be provided within a 25 Km radius. Please see below the job description and qualifications required for the same.

Responsibilities, Qualifications and Experience

Associate Managers in this role get to: Keep Management Updated: Relay vital information in the form of timely and accurate reports. Impact the Bottom Line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations. Define Sutherlands reputation: Oversee and manage performance and service quality to guarantee customer satisfaction; provide coaching and feedback to CSRs. Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations. Take the Lead: Monitor Work queues/e-mails as per defined sample plan and targets; report out any outage and take necessary action; perform RCA and take corrective actions for defects identified during monitoring; drive KPI improvement initiatives across program; focus on SLA to meet the client satisfaction; to be able to meet the Shrinkage and Attrition goal set by the company; to be self- motivated to involve in self and team development. Education and Experience:-

1. Graduate or undergraduate.

- 1+ years of team handling experience
- Previous experience in team management, or a similar leadership role is preferred.

2. Skills and Competencies





- Call Monitoring and Feedback:
- Proficient in evaluating call quality and providing actionable feedback.
- Strong understanding of quality standards, resolve rate goals, and KPIs.

3. Analytical Skills:

- Ability to analyze Excel reports to identify call trends, agent performance gaps, and focus areas.
- Skilled in identifying patterns in behavior and performance to design improvement plans.

4. Coaching and Mentoring:

- Effective coaching skills to guide agents and Quality Analysts.
- Ability to conduct training sessions and foster continuous learning.

5. People Management:

- Strong interpersonal skills to manage diverse teams effectively.
- Expertise in handling attrition and shrinkage through proactive measures.
- Ability to motivate and engage team members to achieve targets.

6. Conflict Resolution:

- Skilled in resolving conflicts while maintaining neutrality and professionalism.
- Demonstrates fairness and unbiased decision-making.

7. Action Plan Execution:

- Solid in creating and executing actionable plans to meet business objectives.
- Ability to align team efforts with organizational goals, focusing on resolve rate and other key metrics.

8. Communication and Collaboration:

- Excellent verbal and written communication skills.
- Capable of working closely with stakeholders, agents, and Quality Analysts to drive performance improvements.
- Work Schedule and Other Requirements
- Willing to work night shifts only, with rotational week-offs.
- High adaptability to a challenging and dynamic environment.
- Organized and capable of managing multiple priorities while meeting deadlines.

📌 Team Lead (Hyderabad)
🏢 Sutherland
📍 Hyderabad