Team Manager

Sutherland
Alexandria
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 1-2 yearsSkills: ["Coaching","Mentoring","People leadership","Communication","Stakeholder management"]

Lead a frontline team in Alexandria by validating agent activity against lead volumes and ensuring only compliant, accurate sales are approved. Review sales artifacts, reject invalid or incomplete records, and coach agents through regular 1:1s and documented feedback. Run pre-/post-shift huddles, cascade process updates, monitor performance across sales, productivity, quality, and attendance, and manage escalations and stakeholder action plans.

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FursaFursa
Sutherland
Sutherland
2 days ago

Team Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Lead a frontline team in Alexandria by validating agent activity against lead volumes and ensuring only compliant, accurate sales are approved. Review sales artifacts, reject invalid or incomplete records, and coach agents through regular 1:1s and documented feedback. Run pre-/post-shift huddles, cascade process updates, monitor performance across sales, productivity, quality, and attendance, and manage escalations and stakeholder action plans.
Location: Alexandria
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Validate agent activities against assigned lead volumes and resolve mismatches.
  • •Review sales with required artifacts; approve only validated sales and reject invalid/incomplete sales.
  • •Conduct weekly 1:1 coaching with agents and review customer contacts; document coaching and feedback in the Sutherland tool.
  • •Run pre-shift and post-shift huddles and cascade process or policy updates.
  • •Own team performance across sales, productivity, quality, and attendance, including quality/compliance oversight, escalations, action plans, and Monday WBR sales file validation.

Key Requirements

  • •1-2 years of team management experience within the BPO industry.
  • •Must speak French at a B1 level (B2 preferred).
  • •Ability to coach, mentor, and develop a team of frontline agents.
  • •B2B sales and/or customer service experience is key.
  • •Must be able to work onsite in Alexandria.
Experience:1-2 yearsBPO
Skills:CoachingMentoringPeople leadershipCommunicationStakeholder management
Languages:FrenchEnglish
Tech Stack:Sutherland tool

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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