Team Manager

3 weeks ago

Mabalacat, Central Luzon, Philippines Sutherland Full time

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 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
Qualifications
  • At least 2 years of experience as a Team Leader/Team Manager in a BPO setup with banking andfinancial 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
Additional Information

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 BFSIis an advantage
  • willing to work onsite in Clark
#J-18808-Ljbffr

  • Team Manager

    24 hours ago

    Mabalacat, Central Luzon, Philippines Sutherland Full time

    Company DescriptionAbout SutherlandArtificial 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...

  • Team Lead

    3 weeks ago

    Mabalacat, Central Luzon, Philippines IntouchCX Full time

    About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • Restaurant Manager

    24 hours ago

    Mabalacat, Central Luzon, Philippines Filinvest Group Full time

    Filinvest Hotel: QUEST PLUS CONFERENCE CENTER CLARKThe Restaurant Manager at Baker J is responsible for overseeing the daily operations of the restaurant, ensuring exceptional guest experiences, maintaining high standards of food quality and service, and achieving financial objectives. This role requires a hands-on leader who can effectively manage the...

  • Construction Manager

    4 weeks ago

    Mabalacat, Central Luzon, Philippines Community Developers and Construction Corporation Full time

    Job Summary:The Construction Manager is a vital contributor to construction projects, responsible for ensuring their safe, efficient, and high-quality execution. This role involves overseeing contractors, coordinating project activities, managing technical aspects, and representing the owner's interests. The Construction Manager plays a pivotal role in...

  • Key Roles: Team Player

    14 hours ago

    Mabalacat, Central Luzon, Philippines beBeeCustomerService Full time ₱150,000 - ₱250,000

    ">Senior Crew Job DescriptionThe Senior Crew is responsible for delivering exceptional customer service and meeting the needs of customers.">Manage customer interactions with a positive attitude and resolve any issues that may arise.Prepare and serve food to customers in a timely manner.">">Required Skills and QualificationsTo excel as a Senior Crew member,...

  • Industrial Operations Manager

    1 day ago

    Mabalacat, Central Luzon, Philippines beBeeOperations Full time ₱400,000 - ₱800,000

    Job TitleIndustrial Operations ManagerOverviewSeeking a skilled professional to manage industrial operations and lead a team of engineers in maintaining process equipment and optimizing production processes.Develop and implement preventive maintenance programs to ensure optimal machinery performance, personnel safety, and minimize downtime.Lead a team of...

  • Airport Experience Manager

    1 day ago

    Mabalacat, Central Luzon, Philippines beBeeAirportManager Full time ₱3,750,000 - ₱4,500,000

    Our organization is seeking a professional to oversee airport and in-flight experiences for passengers. The successful candidate will be responsible for delivering exceptional services across multiple stations.Main ResponsibilitiesManage the performance of all stations under supervision, collaborating with other departments on digitalization...

  • Area Operations Manager

    3 weeks ago

    Mabalacat, Central Luzon, Philippines AyalaLand Logistics Holdings Corp. Full time

    JOB PURPOSEManage the assigned cold storage and is responsible for the effective and efficient implementation of processes in order to achieve excellent customer experience by ensuring that the technical and operations services are delivered timely (within SLA) and with qualityEnsure that all 5M's (Manpower, Material, Machine, Methods and Measures) are...

  • Area Operations Manager

    2 weeks ago

    Mabalacat, Central Luzon, Philippines AyalaLand Logistics Holdings Corp. Full time

    JOB PURPOSE Manage the assigned cold storage and is responsible for the effective and efficient implementation of processes in order to achieve excellent customer experience by ensuring that the technical and operations services are delivered timely (within SLA) and with quality Ensure that all 5M's (Manpower, Material, Machine, Methods and Measures) are...

  • Customer Data Manager

    14 hours ago

    Mabalacat, Central Luzon, Philippines beBeeData Full time ₱800,000 - ₱1,200,000

    Job OverviewWe are seeking a detail-oriented professional to manage and update our CRM system. This role involves cleaning, organizing, and updating customer records to ensure our CRM reflects accurate and current information based on our established target customer profile.This is a back-office position that does not involve direct interaction with...