Team Leader

2 days ago

Morong, Philippines Sutherland Full time
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 and financial - collections 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.
  • Amenable working onsite in Clark, Pampanga.
Additional Information

All your information will be kept confidential according to EEO guidelines.


#J-18808-Ljbffr

  • Leader in Team Performance Improvement

    15 hours ago

    Morong, Philippines beBeePerformance Full time $80,000 - $100,000

    Job Title: Team Performance Manager\Sutherland is a global leader in digital transformation, bringing cutting-edge technology and business process excellence to iconic brands worldwide. Our expertise spans artificial intelligence, automation, cloud engineering, advanced analytics, and more.\As a Team Performance Manager at Sutherland, you will play a pivotal...

  • Team Lead

    1 week ago

    Morong, 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...

  • Team Performance Director

    2 days ago

    Morong, Philippines beBeeLeadership Full time ₱4,800,000 - ₱6,400,000

    Job OverviewWe are seeking a seasoned professional to lead our team. As Team Leader, you will be responsible for enhancing team performance on customer experience metrics through targeted coaching and effective action plans.Key Responsibilities:Enhance team performance on customer experience metrics through call listening, behavioral coaching, and effective...

  • Risk Management Leader

    6 days ago

    Morong, Philippines beBeeFraudPrevention Full time ₱900,000 - ₱1,200,000

    Job TitleSenior Manager, Fraud PreventionOverviewWe are seeking a Senior Manager to lead our fraud prevention team. This role is responsible for conducting holistic fraud risk assessments of partner programs, tracking and monitoring partner assessment progress, and generating executive-level summaries of fraud incidents.ResponsibilitiesWork...

  • Customer Experience Leader

    1 week ago

    Morong, Philippines beBeeTeamLead Full time ₱800,000 - ₱1,200,000

    Job OverviewWe are seeking a highly skilled and experienced Team Lead to oversee our Customer Service Representatives. The ideal candidate will possess excellent leadership skills, the ability to motivate teams and drive performance improvement.This is a challenging role that requires a deep understanding of customer experience management and digital...

  • Managerial Leadership Position

    6 days ago

    Morong, Philippines beBeeLeadership Full time ₱800,000 - ₱1,200,000

    Team LeaderWe're looking for a skilled Team Leader to join our team. As a Team Leader, you will play a key role in managing and guiding teams to achieve their goals and objectives.Key Responsibilities:Lead and manage teams to deliver high-quality resultsDevelop and implement effective strategies to drive team performanceMentor and coach team members to...

  • Development Professional

    6 days ago

    Morong, Philippines beBeeTraining Full time ₱800,000 - ₱1,200,000

    Key Roles and ResponsibilitiesWe are looking for a skilled Learning Facilitator to join our team. As a Learning Facilitator, you will be responsible for supporting curriculum and operations development. Your role will involve reporting, activity facilitation, and development for Trainers, Team Leaders, and emerging Leaders in partnership with the Training...

  • Business Intelligence Development Leader

    6 days ago

    Morong, Philippines beBeeBusinessIntelligence Full time $80,000 - $120,000

    Job DescriptionAs a Business Intelligence Developer Lead, you will work with a nationally recognized CPA and advisory firm that is passionate about driving growth. With 30 U.S. office locations and over 2,100 team members who speak more than 60 languages, we offer a diverse and inclusive work environment.You will join our Information Technology team and help...

  • Payroll Data Analyst

    1 week ago

    Morong, 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...

  • Medical Associate

    2 days ago

    Morong, Philippines dnata Full time

    Key Responsibilities and AccountabilitiesResponsible for answering Emirates Medical Services calls and emails from Emirates senior management, pilots, cabin crews and their eligible dependents.Handle medical and dental booking appointments, follow administrative processes and GCAA requirements for licensed flying crewKeep and manage medical records with...