Company Description 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. Unlocking digital performance. Delivering measurable results. Job Description The Team Lead’s primary focus is to oversee, coach, and develop Customer Care and Data Admin Agents to respond to customer, supplier, and dynamic partner inquiries, resolve issues, and answer a range of questions. The Team Lead will monitor email/call volume, email backlogs, monitor actions/responses of the agents for the purpose of maintaining and improving the quality and integrity of the resolution. The successful candidate will be able to coach Mortgage agents, de-escalate potential issues, and communicate with all parties effectively. The position requires an individual that is quick thinking with good judgment who is able to apply comprehensive and in-depth knowledge of day-to-day operations of the customer service and data admin departments. Responsibilities: Manage and enforce level 1 PCI compliance standards Monitor and report on call/email queue volume including inbound call volume, email queue volume, break and lunch adherence Assist in agent goal setting practices Take escalated calls Enforce company and call center policies and procedures Provide feedback on potential issues and follow-up processes Flag any potential legal issues or unresponsive suppliers Maintain SLA standards, including follow-up timelines Collaborate closely with the Training department Qualifications Our most successful candidates will have: Basic Computer Skills and ability to use computer systems Familiarity with Operating Systems (Windows 11 and Up) Proficiency in MS Office Suite (Outlook, Word, PowerPoint, Excel) Strong written communication skills in Business English Clear articulation and steady speech rate Team facilitation and training skills Decision-making and problem-solving skills Effective change leadership skills Ability to work under pressure and de-escalate customers Basic understanding of P&L concepts Fluent voice and accent skills Key Competencies include: Minimum of 90 days employment with Viator Mandatory shift flexibility Experience in Customer Care roles Accuracy and SLA adherence Team player with a positive attitude Attention to detail and willingness to take on projects Excellent communication and time management skills Proven problem-solving abilities Additional Information All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr