Team Manager | Alexandria | MUST SPEAK GERMAN!!!

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

Lead day-to-day team performance for a BPO program in Alexandria, owning sales validation, productivity, quality, and attendance. Coach frontline agents through one-on-ones, approve only validated sales artifacts, reject invalid/incomplete records, and maintain quality/compliance oversight. Run pre/post-shift huddles, cascade process updates, manage stakeholder escalations and action plans, and review reporting weekly to address performance gaps while supporting employee development and engagement.

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FursaFursa
Sutherland
Sutherland
2 days ago

Team Manager | Alexandria | MUST SPEAK GERMAN!!!

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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 day-to-day team performance for a BPO program in Alexandria, owning sales validation, productivity, quality, and attendance. Coach frontline agents through one-on-ones, approve only validated sales artifacts, reject invalid/incomplete records, and maintain quality/compliance oversight. Run pre/post-shift huddles, cascade process updates, manage stakeholder escalations and action plans, and review reporting weekly to address performance gaps while supporting employee development and engagement.
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 so only approved sales are counted.
  • •Conduct one-on-one coaching and review at least one customer contact per agent per week; document coaching/feedback in the Sutherland tool.
  • •Run pre-shift and post-shift huddles, cascade process/policy updates, and validate the sales file before declaring it in the WBR every Monday.
  • •Own team performance across sales, productivity, quality, and attendance, including quality/compliance oversight; review reporting and act on performance gaps while supporting engagement and development.

Key Requirements

  • •1-2 years of team management experience within the BPO industry.
  • •Must speak German at a B1 level (B2 preferred).
  • •Ability to coach, mentor, and develop a team of frontline agents.
  • •B2B sales/customer service experience is key.
  • •Must be able to work onsite in Alexandria.
Experience:1-2 yearsBPOB2B salesCustomer service
Skills:CoachingMentoringPeople leadershipCommunicationStakeholder managementEscalation managementPerformance management
Languages:EnglishGerman
Tech Stack:Artificial IntelligenceAutomationCloud engineeringAdvanced analytics

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
WebsiteLinkedInGlassdoor