Team Leader | Fintech Account | Clark

4 weeks ago

Morong, Philippines Sutherland Full time

Team Leader | Fintech Account | Clark Sutherland, Clark Freeport and Special Economic Zone, Central Luzon, Philippines 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, driving digital transformation and 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 involving in 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 through internal Sutherland attendance tool. Provide ideas that can help the client improve their product, business, processes and/or policies. Present Team Performance to clients as needed. 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. Qualifications At least 2 years of experience as a Team Leader/Team Manager in a BPO setup preferably with banking and financial background. 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. Amenable to working onsite in Clark, Pampanga. Additional Information All your information will be kept confidential according to EEO guidelines. Referrals increase your chances of interviewing at Sutherland by 2x. Seniority level Mid‑Senior level Employment type Full‑time Job function Management Industries Banking #J-18808-Ljbffr

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