Team Manager

4 weeks ago

Angeles, Philippines Sutherland Full time

Overview

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.

Responsibilities

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.

  • Coaching compliance inclusive of RCAs and action plans.
  • Weekly audit requirements 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 flags 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
  • Develop Team level mini engagement activities to boost morale
Qualifications
  • At least 2 years of experience as a Team Leader/Team Manager in a BPO setup with banking and financial background
  • Be able to work in MS Office
  • 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
Internal Qualifications
  • Must have FY24 PDP score of Exceeds Expectations (4) or Outstanding (5)
  • Tenure of at least 18 months
  • No Active DA
  • Leadership experience in a BFSI is an advantage
  • Willing to work onsite in Clark
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