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 a minimum of 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.

🎯 Requirements

1-2 years of Team Management experience within the BPO industry
MUST SPEAK ITALIAN OR SPANISH - B1 level, B2 preferred
Ability to coach, mentor & develop a team of frontline agents
B2B sales/customer service experience is key
Must be able to work onsite in Alexandria

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