Team Manager- Escalations

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.

Sutherland

Unlocking digital performance. Delivering measurable results.

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:

- Establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations

- Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations that would impact the bottom line

- Identify the training needs that will equip the staff with fundamental skills and knowledge

- Have a thorough understanding of the various system tools and operational procedures utilized within the program

- Collaborate with stakeholders on a regular basis for changes on promotions and updates

- Conduct all defined and required process compliance and adherence to all team members, partners and third-party providers 

Our most successful candidates will have:

- Finished a Bachelor’s Degree of any course

- Mimimum 6 months of experience in the Spotify Executive Support Team (T3, Guardians, Soprano) or minimum two years of experience in a Support Staff role in the Spotify Program (Team Leader, Quality Analyst) 

- 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 manner

- Have excellent working knowledge of MS Office applications 

All your information will be kept confidential according to EEO guidelines.