Team Manager - Travel Vertical

At Sutherland we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a **Team Manager** who will lead, develop and motivate a high-performance team of support professionals.As a **Team Manager**, you will set the path to success by managing performance and service quality to guarantee customer satisfaction. You are also expected to:**Key Responsibilities**:- Influence the lives of others through developing, training and managing team members- Strengthen relationships by establishing and maintaining communication with clients and/or team members; understand needs, resolve issues, and meet expectations- Ensure that motivational programs and frequent recognitions are in place to keep the morale high- Have a thorough understanding of the various system tools and operational procedures utilized within the program- Perform record keeping tasks such as daily communication logs and process trackers- Ability to handle escalations and support the floor on any domain related queries- Monitor and manage the team's performance metrics and stack rank them based on the results presented**Qualifications**:**Required Experience/Skills**:- Minimum of two years experience in a similar role in a contact center setting. **Travel/Hospitality **experience is required.- 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 mannerInternal:- Must pass the HR filtering (tenure, no active disciplinary action)- With annual performance rating of Exceeds Most in the last performance cycle