Team Manager - Urgent Hire

Sutherland is seeking an attentive and goal-oriented person to join us as a Team Manager/SME. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Responsibilities:

• Leads, monitors, and supervises the team of 10 to 15 to achieve organization goals.
• Identify areas for service improvement and make recommendations to the management team.
• Assist in hiring process.
• Manage scheduling and staffing requirements for the night shift to ensure adequate coverage and optimal team performance.
• Process improvement: Collaborate with cross-functional teams to identify opportunities for process improvements and recommend and implement solutions to enhance efficiency and customer experience.
• Quality Assurance: Conduct regular quality assurance assessments to maintain service quality standards and identify areas for improvement.
• Training and Development: Develop and implement training programs to enhance the customer service and technical skills, also product knowledge of team members. Provide ongoing coaching and feedback to support their professional growth. 

Requirement:

• Professional-level fluency in English AND Mandarin (must have).
• Permanent night shift (9 hours 24/7 shift, 2-day week off)
• Required to work on site.
• At least two (2) years of relevant Team Leader experience managing a minimum of 5 team members.
• Proven experience in technical support or customer service roles, preferably in the hospitality or technical industry.
• Strong technical aptitude and familiarity with restaurant POS systems is a plus.
• Effective Coaching skills.
• Proficient in MS Office (esp. PowerPoint , Excel); e-learning software is an asset.