Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description

Managing 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 involvement in Continuous Improvement activities. Accomplish weekly deliverables, such as:

Coaching compliance inclusive of RCAs and Action Plans.

Weekly Audit requirement and call scrubbingsTeam attendance infractions insights through the internal Sutherland attendance toolProvide ideas that can help the client improve their product, business, processes, and/or policiesPresent Team Performance to Clients on a 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 flags on employee retention and partner with the Operations Manager on stay interviewsKeep employees in the loop for any internal and external updatesHave the Team participate in Site and Program employee engagement activitiesCome up with Team level engagement activities to hype morale

Qualifications

At least 2 years of experience as a Team Leader/Team Manager in a BPO setup with US banking and financial background – customer service

Be able to work in a fast-paced environmentBe proactive 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.