Sutherland is seeking for a Lead Account Manager, who will be responsible for assisting the Supervisor in coaching, leading, and developing a successful and cohesive team of 25-30 Sales Consultants with a high level of productivity to achieve the department s overall performance metrics and goals.
Serve as a back-up to the Supervisor and will be instrumental in ensuring our customers receive world-class customer service through proactive and innovative service approaches.
This position will provide leadership opportunities for Sales Consultants in a care center environment. To observe the SLA with a qualitative objective and customer orientation to the client company s customers.
Leads in this role get to :
Support and coach sales consultants : Handle escalations and questions while providing cross-training, feedback, and learning opportunities to expand the team s knowledge.
Coach team members to customer service excellence using various forms of role playing and reviewing actual customer interactions.
Customer Excellence : Act as the escalation point for the team to resolve escalated customer interactions, with the fundamental philosophy of doing the right thing for each customer every time.
P eople focus first : help keep the team excited to be here and work with each other. Serve as an escalated resource at all times to all team members in their quest of providing world class customer service excellence.
Review all concerns or issues escalated from the team during assigned shift; meet any immediate needs and forward to designated parties for follow-up.
Sales orientated : know what the goals are and how to focus on achieving them. Coordinate and manage workflow processes during assigned shifts.
S upport the development of the team : help each of your team to choose their career path. Align core values and mission with each sales Consultant one-on-one interaction.
Empower a can do culture without fear : Perform periodic training and information sessions to empower the team while developing presentation and communication skills.
Assist in post-training activities, act as a resource for team questions and provide assessments of team progress to supervisor.
Analyze and advise supervisor of team and / or workflow issues and recommend suggestions or solutions.
Our most successful candidates will have :