Team Manager (Italian or Spanish Speaking)

About the role

Sutherland is looking for an experienced Italian- or Spanish-speaking Team Manager to support one of its growing programs in Alexandria. The role owns day-to-day team performance and sales validation, with strong coaching, communication and people leadership skills. The position is full-time and requires working onsite in Alexandria.

Key responsibilities

• Validate agent activities against assigned lead volumes and resolve mismatches.
• Review sales with the required supporting documents and approve only validated sales; reject invalid or incomplete sales so that only approved sales are counted.
• Conduct one-on-one coaching and review at least one customer contact per agent per week, documenting coaching and feedback in the Sutherland tool.
• Run pre-shift and post-shift huddles and cascade process or policy updates.
• Own team performance across sales, productivity, quality and attendance, and maintain quality and compliance oversight.
• Manage stakeholder communication, escalations and action plans, and review reporting to act on performance gaps.
• Support employee engagement and development, and validate the sales file before declaring it in the weekly report on every Monday.

Required profile

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