Team Manager

3 hours ago

San Fernando, Central Luzon, Philippines Sutherland Full time ₱300,000 - ₱600,000 per year

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 Continuous Improvement activities.
  • Accomplish coaching compliance inclusive of RCAs and action Plans.
  • Complete Audit requirement and call scrubbings
  • Accomplish 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

  • 1 year - experience supporting agents (Tier 2 | SME | Mentor)
  • Willing to work onsite in Clark.
  • Banking and financial background is preferred but not required.
  • Be able to work in MS Office, and Google suite is a plus.
  • 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.

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