Team Manager for Spotify

Sofia 05.09.2022
Work from home
Program support role with English

Spotify Job Header Sutherland

Job Description:

The Team manager is responsible for overseeing daily operations of the team, and daily/weekly/monthly reporting of both consultant performance, as well as team/program performance. The position is also responsible for consultant performance feedback and development.

Duties and Responsibilities:

Applies a balanced management approach with equal emphasis on business, performance, and people management results;

  • Resolves/processes all escalated issues and ensures customer satisfaction;
  • Monitors and manages the team’s performance metrics and the contact transactions of team members;
  • Conducts meetings with team members. Cascades latest process-related inputs from the client and the management, to the floor;
  • Stack ranks all team members, based on the performance metrics – attendance, quality audit scores;
  • Takes corrective actions and preventive actions;
  • Analyzes trends/data and drives development of plans to take advantage of potential opportunities to improve efficiencies of the Team and deliver higher customer satisfaction;
  • Monitors daily, weekly and monthly KPIs, identifies trends, and flags alerts when needed – including Shrinkage, Productivity, OB emails, attendance, discipline, etc.

Job Qualifications:

  • University Degree
  • Minimum 3 years experience in technical support – advanced troubleshooting
  • Minimum 1-year оf previous successful experience as a Team Manager, SME, or QA.
  • Very good Proficiency in MS Word, Excel, and PowerPoint
  • Fluent communication in English.
  • Ability to interpret, understand and respond to customer needs.
  • Strong people management skills – ability to clearly communicate the goals, to motivate, coach, and develop all team members
  • Attention to detail and process adherence


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