Leader in Team Performance Improvement

2 weeks ago

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

Job Title: Team Performance Manager

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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.

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As a Team Performance Manager at Sutherland, you will play a pivotal role in driving success by improving team performance on customer experience metrics. You will achieve this through call listening, behavioral coaching, and setting effective action plans. Addressing team-level variation will be key, with targeted coaching for outliers and involvement in continuous improvement activities.

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  • Coaching compliance including RCAs and action plans\
  • Weekly audit requirements and call scrubbings\
  • Team attendance insights via internal Sutherland tool
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Additionally, you will contribute ideas to improve client products, business processes, and policies. Presenting team performance to clients as needed will also be an essential aspect of the role.

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As a Client Advocate, you will address team attendance and attrition through relationship building and barrier removal to improve people metrics. Enhancing employee morale will be crucial in this role.

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  • Conduct accountability discussions on attendance and performance challenges\
  • Report red flags on employee retention and collaborate on stay interviews\
  • Keep employees informed about internal and external updates\
  • Engage teams in site and program activities to boost morale\
  • Develop mini-engagement activities to foster team spirit
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Our ideal candidate will have:

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  • At least 2 years of experience as a Team Leader/Manager in a BPO with banking/financial background\
  • Proficiency in MS Office\
  • Ability to work in a fast-paced environment\
  • Proactive approach to trust-building and rapport with team members; a team player\
  • Strong analytical skills to interpret data, identify trends, and suggest improvements\
  • Excellent verbal and written communication skills for clear, professional interactions
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