Team Manager - Healthcare (Ortho) - Clark

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.

Sutherland is seeking an experienced and people-focused Team Manager to lead our growing Healthcare - Ortho program. As a Team Manager, you will drive performance, coach and mentor teams, and ensure service excellence that meets the expectations of our clients in the healthcare and orthopedic sector.

Key Responsibilities:

• Lead, manage, and inspire a team of customer service representatives supporting a US-based orthopedic healthcare account.
• Monitor daily operations, ensuring adherence to quality standards, productivity, and service level agreements (SLAs).
• Conduct regular coaching, feedback sessions, and performance evaluations to help team members meet and exceed goals.
• Analyze team performance metrics and identify trends, root causes, and actionable insights for improvement.
• Implement and sustain performance improvement strategies to enhance the customer experience.
• Serve as a key point of contact between the client and internal teams, ensuring alignment on business goals and priorities.
• Foster a culture of accountability, continuous learning, and employee engagement.

• Minimum of 1-2 years of experience as a Team Manager/Team Leader in a BPO/Call Center environment, preferably supporting a Healthcare, Insurance, or Orthopedic account.
• Strong leadership, coaching, and people management skills.
• Demonstrated ability to drive team performance and achieve operational goals.
• Excellent communication, interpersonal, and problem-solving skills.
• Amenable to work on a night shift and in office/onsite setup in Clark.

Internal Qualifications:

• Must have FY24 PDP score of Exceeds Expectations (4) or Outstanding (5)
• Tenure of at least 18 months
• No Active DA 
• Leadership experience in a Healthcare is an advantage
• willing to work onsite in Clark