Team Manager – BPO (Italian/Spanish) – Alexandria

About the role

Sutherland is seeking an experienced Italian or Spanish‑speaking Team Manager to support a growing program in Alexandria. The role owns day‑to‑day team performance and sales validation, requiring strong coaching, communication and people‑leadership skills.

Key responsibilities

• Validate agent activities against assigned lead volumes and resolve mismatches.
• Review sales with required artifacts; approve only validated sales.
• Reject invalid or incomplete sales and ensure only approved sales are counted.
• Conduct one‑on‑one coaching and review at least one customer contact per agent per week.
• Document coaching and feedback in the Sutherland tool.
• Conduct pre‑shift and post‑shift huddles and cascade process or policy updates.
• Own team performance across sales, productivity, quality and attendance.
• Maintain quality and compliance oversight.
• Manage stakeholder communication, escalations and action plans.
• Review reporting and act on performance gaps.
• Support employee engagement and development.

Required profile

• 1–2 years of team management experience within the BPO industry.
• Must speak Italian or Spanish (B1 level, B2 preferred).
• Ability to coach, mentor and develop a team of frontline agents.
• B2B sales or customer service experience is essential.
• Willingness to work onsite in Alexandria.