Team Manager - Healthcare (Ortho) - Clark

Sutherland • Clark, NJ

190d

About The Position

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.

Requirements

• 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.

Nice To Haves

• Leadership experience in a Healthcare is an advantage.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees