Company Description

Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager – Banking and Financial. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job DescriptionManaging Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activitiesAccomplish weekly deliverables, such as:Coaching compliance inclusive of RCAs and action Plans.Weekly Audit requirement and call scrubbingsTeam attendance infractions insights thru internal Sutherland attendance toolProvide ideas that can help the client improve their product, business, processes and/or policiesPresent Team Performance to Clients in as needed basis
 Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee moraleSet up accountability discussions on attendance and performance challengesReport potential red flag on employee retention and partner with Operations Manager on stay interviewsKeep employees in the loop for any internal and external updatesHave Team participate on Site and Program employee engagement activitiesCome up with Team level mini engagement activities to hype morale

QualificationsAt least 2 years of experience as a Team Leader/Team Manager in a BPO setup with US banking and financial background – credit card, collections or CS.Be able to work in a fast-paced environmentBe pro-active in developing trust and professional rapport with employees and team members; work as a team-playerHave strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvementsHave strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional mannerWilling to work onsite in Clark Pampanga, with night/shifting schedules.

Additional Information

All your information will be kept confidential according to EEO guidelines.