Team Manager/Team Leader

Sutherland; Barranquilla; Presencial; COP 40.000.000 - 80.000.000; Jornada completa

Descripción de la vacante

A global consulting firm in Barranquilla is seeking a team leader to drive performance and enhance customer experience. The ideal candidate should have at least one year of relevant experience, strong analytical and leadership skills, and proficiency in MS Office. This role involves coaching team members to achieve key performance indicators while ensuring a positive work environment.

Formación

• Minimum one year of experience in a similar role.
• Strong analytical skills to interpret data and identify trends.
• Demonstrated leadership skills for making improvements and resolving issues.

Responsabilidades

• Lead and inspire a team of consultants to meet performance goals.
• Monitor and improve key KPIs such as AHT, CSAT, NPS.
• Provide coaching and development opportunities for team members.

Conocimientos

Leadership skills

Analytical skills

Customer service

Communication skills

Time management

Herramientas

MS Office

Descripción del empleo

Overview

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Overview

Responsibilities

Managers on this role will lead and inspire a team of consultants to consistently meet and exceed performance goals while delivering exceptional customer experiences. In this role, you will drive results by monitoring and improving key KPIs such as AHT, CSAT, NPS, quality, attendance, attrition, and shrinkage, while fostering a positive and productive work environment. You will coach, mentor, and develop team members through ongoing feedback, performance management, and career growth opportunities, ensuring high engagement and low turnover. By providing leadership with accurate insights on customer trends, operational challenges, and improvement strategies, you will influence both team success and organizational outcomes. This role also requires championing company initiatives, ensuring compliance with policies and standards, and strengthening relationships across teams, ultimately shaping the reputation of the organization through excellence in service delivery.

Qualifications

• One year of experience in similar role.
• Customer service background
• Have strong analytical skills; able to interpret data, identify trends, and make suggestions for improvements
• Have demonstrated leadership skills; able to take the lead in making improvements and resolving issues
• Be able to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
• Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
• Have excellent working knowledge of MS Office applications

Additional Information

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