? Excellent knowledge of English; B2 or higher
? High school or university degree (technical ? Computer systems; non-technical ? Philology, Economics);
? Very good computer literacy is compulsory ( MS Word, MS Excel, MS PowerPoint, excellent knowledge of Internet);
? Second European language is a plus (French, Spanish, Italian, German, Russian etc.);
? Basic understanding of web technologies (HTML, XML, HTTP protocols) and email management (IMAP, POP3, Exchange) preferred;
? Previous experience in a direct or indirect management capacity;
? Willingness or skills for a customer-oriented job;
? Ability to work on weekends, upon necessity
? Ability to work on flexible shifts, upon necessity and agreed in advance
? Precision, loyalty, organization
Sutherland Global Services is looking for a Team Manager / Supervisor to work with one of our clients, specifically with the Most Important Internet Company in the World.
The basics of the job are to observe the SLA with a qualitative objective and customer orientation to the client company?s customers, as well as to provide support to the consultants? work in the product and process.
? Manage the team responsible for providing technical support for Business Applications IT customers in small business segment (1-50 users)
? Conduct weekly 1:1 meetings with the teammembers to solicit feedback regarding any process or team-related issues;
? Recognize growth opportunities, and build the team?s skill sets;
? Deliver the performance review to the team members on a monthly basis and document them accordingly, as per requirements agreed;
? Responsible for communicating any changes to the team in a timely manner and within time frames, if such are defined;
? Assist the consultants in the call flow and documentation process;
? Audit transactions of team members and provide feedback as follows;
? Allocate headcount on Voice and Email according to the Locked Forecast or historical volume trends;
? Prepare shift schedule according to HC requirement/Forecasts, announce it to the team and ensure its strict adherence.