Who We Are

Sutherland is a worldwide leader in digital transformation and superior customer service. We are the engine behind the experience giants of today—the companies best known for the transformative experiences they deliver, working in a broad range of industries, from Technology & Travel to Telecommunications, Banking, and so much more.

What We Are Looking For

Sutherland Bulgaria is looking for a motivated Team Manager to join our dynamic and multicultural team. If you want to become part of an exciting, positive, and truly international environment where you can develop yourself professionally, get closer to and work for industry global leaders in a variety of sectors, then this is the right place for you.

As a Team Manager, you will help grow our teams to deliver an exceptional customer experience at scale. Day-to-day, you will be responsible for coaching your team, surfacing opportunities to improve our Support systems, executing against those, and partnering cross-functionally to continually enhance the experience of our users.

What you’ll do:

• Apply a balanced management approach with equal emphasis on business, performance and people management results
• Process and resolve all escalated issues and ensure customer satisfaction
• Monitor and manage the team’s performance metrics and the contact transactions of team members
• Conduct meetings with team members. Cascade latest process related inputs from the client and the management, to the floor
• Stack rank all team members, based on the performance metrics – attendance, quality audit scores
• Analyze trends/data and drive development of plans to take advantage of potential opportunities to improve efficiencies of the team and deliver higher customer satisfaction
• Monitor daily, weekly and monthly KPIs, identify trends and flag alerts when needed

What you need to have:

• Fluency in German and English
• Minimum 3 years of experience in the industry and 1 year of previous successful experience as a Team Manager.
• Experience with client-facing communication will be considered an advantage.
• Very good Proficiency in MS Word, Excel, and PowerPoint
• Ability to interpret, understand and respond to customer needs
• Strong people management skills – ability to clearly communicate goals, to motivate, coach and develop all team members
• Attention to detail and process adherence
• Ability to work from one of our modern spaces in Sofia, Varna or Burgas

What We Offer:

• Standard working hours and 90% work from home
• Competitive salary according to job market
• Join a recognized international market leader and enrich your CV by working for renowned worldwide brands
• An ambitious company culture, encouraging internal promotions and professional development
• Excellent social benefits package
• Top-notch on-the-job training
• Team Building and social activities, participation in voluntary work, charity causes
• A modern office space on a communicative location