Team Manager - Streaming Services | Shaw

Company Description

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.

SutherlandUnlocking digital performance. Delivering measurable results.

Job Description

Lead High-Performing Teams

• Oversee daily operations, ensuring KPIs such as CSAT, Quality, Productivity, Resolution Rate, and Attendance are consistently achieved.
• Monitor performance metrics and initiate targeted coaching or corrective actions when needed.

Drive Operational Excellence

• Analyze performance data to spot trends, identify root causes, and execute improvement strategies.
• Collaborate with Ops Managers to refine processes, implement new initiatives, and support overall program objectives.

Develop & Inspire People

• Coach and mentor Consultants while fostering a culture of accountability, teamwork, and continuous development.
• Conduct performance reviews, manage PIPs, and create meaningful development plans for your team.

Build Strong Engagement & Retention

• Promote a positive and energetic team environment that boosts morale and performance.
• Effectively manage key people metrics such as attrition, absenteeism, and shrinkage.

Communicate & Collaborate Effectively

• Serve as the bridge between your team and upper management, providing insights on customer trends, operational risks, and process gaps.
• Maintain strong communication with cross-functional teams to support program success.

Champion Sutherland Values

• Support and implement organizational initiatives within your team.
• Uphold high standards of customer care and operational discipline in alignment with the streaming platform's expectations.

Qualifications

We’re looking for capable leaders who bring both people skills and operational expertise. You’ll excel in this role if you have:

• Proven leadership experience in a BPO, customer service, technical support, or digital-support account (Team Lead or Manager level preferred)
• Strong operational management background, including experience driving KPIs like CSAT, AHT, Quality, Productivity, and Attendance
• Effective people-management skills, with experience in coaching, performance management, and conflict resolution
• Exceptional communication skills (verbal and written), able to give clear direction and articulate insights to leadership
• Analytical and data-driven mindset, capable of interpreting reports, identifying trends, and executing action plans
• High adaptability in handling change, escalations, and fast-paced digital-support environments
• Proficiency in MS Office tools (Excel, Word, PowerPoint) for reporting and presentations
• Strong problem-solving and customer-obsession, ensuring excellent customer experience for streaming users
• Collaborative leadership style, focused on trust-building and teamwork

Additional Information

Internal Qualifications:

• Must have FY25 PDP score of Exceeds Expectations (4) or Outstanding (5)
• Tenure of at least 18 months
• No Active DA 
• TMU Essentials Course Completion
• Willing to work onsite in Shaw