Team Leader

13 hours ago

Mabalacat, Central Luzon, Philippines Sutherland Full time $50,000 - $100,000 per year

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 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. SutherlandUnlocking digital performance.

Delivering measurable results. Job DescriptionManaging 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.i.

Accomplish weekly deliverables, such as:- Coaching compliance inclusive of RCAs and action plans. - Weekly audit requirements and call scrubbings. - Team attendance infractions insights through internal Sutherland attendance

Provide ideas that can help the client improve their product, business, processes, and 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.i. Set up accountability discussions on attendance and performance Report potential red flags on employee retention and partner with Operations Manager on stay

Keep employees informed about internal and external updates. - Have team participate in site and program employee engagement Develop team-level mini engagement activities to boost morale.

QualificationsAt least 2 years of experience as a Team Leader/Team Manager in a BPO setup with banking and financial background. Proficiency in MS Office. Ability to work in a fast-paced environment.

Pro-active in developing trust and professional rapport with employees and team members; works well as a team player. Strong analytical skills; able to interpret data, identify trends, and suggest improvements. Excellent verbal and written communication skills; able to communicate clearly and professionally.

Willing to work onsite in Clark, Pampanga. Additional InformationAll your information will be kept confidential according to EEO guidelines.

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