Team Manager | BFS - CS
SUTHERLAND GLOBAL COLLECTION SERVICES LLC
Date: 2 weeks ago
City: Mabalacat City
Contract type: Full time
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 Description
All your information will be kept confidential according to EEO guidelines.
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 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 involving on Continuous Improvement activities
- Accomplish weekly deliverables, such as:
- Coaching compliance inclusive of RCAs and action Plans.
- Weekly Audit requirement and call scrubbings
- Team attendance infractions insights thru internal Sutherland attendance tool
- Provide ideas that can help the client improve their product, business, processes and/or policies
- Present 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 morale
- Set up accountability discussions on attendance and performance challenges
- Report potential red flag on employee retention and partner with Operations Manager on stay interviews
- Keep employees in the loop for any internal and external updates
- Have Team participate on Site and Program employee engagement activities
- Come up with Team level mini engagement activities to hype morale
- At least 2 years of experience as a Team Leader/Team Manager in a BPO setup with US banking and financial background – preferably inCustomer Service.
- Be able to work in a fast-paced environment
- Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
- Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
- Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
- Willing to work onsite in Clark Pampanga, with night/shifting schedules.
All your information will be kept confidential according to EEO guidelines.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Customer Support & Sales Representative - Clark
Asurion,
Mabalacat City
1 week ago
For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry but in creating a culture where employees feel valued. At Asurion, we don’t just provide customers with exceptional service — we create a positive experience for our employees, helping them grow their careers while they help customers enjoy and do more...
Training Manager
Asurion,
Mabalacat City
3 weeks ago
The Language Coach is responsible for evaluating offshore agents to ensure adherence to communication and language acceptability standards. This individual is also responsible for providing coaching/feedback to offshore agents in order to develop their communication skills.Job DescriptionJob DescriptionPrincipal Duties and Responsibilities: Monitor calls on Communication, Soft Skills, Process & Compliance Parameters. Participate in calibration sessions with Quality/Communication Leadership staff, Care...
Team Manager
Sutherland,
Mabalacat City
4 weeks ago
Company DescriptionSutherland is seeking a leadership-oriented and self-motivated person to join us as Team Manager. We are a group of driven and hard-working 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 DescriptionTeam Managers in this role get to:Impact the...
