Team Manager

2 weeks ago

Clark Philippines Sutherland Full time ₱1,000,000 - ₱1,500,000 per year
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 and financial 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 BFSI is an advantage
  • willing to work onsite in Clark

  • Team Manager

    2 weeks ago

    Clark, Pampanga, Philippines Sutherland Full time ₱250,000 - ₱500,000 per year

    Company Description Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you Job Description Key Responsibilities:Lead, manage,...

  • Software Team Lead

    2 weeks ago

    Remote in the Philippines Career Team Enterprises Full time $80,000 - $120,000 per year

    It's not just about the tech; it's about the peopleAt Career TEAM we work to "accelerate the human condition."  Working on our state-of-the-edge portal Career EDGE, you will change lives and that's just the beginning You will be working with new technologies on enterprise products that serve a diverse population across the U.S. You will truly be a...

  • Team Manager

    2 weeks ago

    Clark Freeport Zone, Philippines Sutherland Full time ₱1,500,000 - ₱2,500,000 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...

  • Admin Assistant

    2 weeks ago

    Clark Freeport Zone, Philippines Nova Team Solutions Full time ₱25,000 - ₱45,000 per year

    Admin AssistantStart on 5 January 2025Fixed dayshift and weekends off (AU Client)Loc: Berthaphil Clark PampangaProficient in SharePoint management, PowerPoint and ExcelThe successful candidate plays a key role in supporting operational efficiency, process documentation, and training management across the team. This role ensures business processes are clearly...

  • IT - Technical Support

    2 weeks ago

    Clark Freeport Zone, Philippines Nova Team Solutions Full time

    The Technical Support Specialist will be the first point of contact for clients raising support requests. This role is responsible for ensuring timely and professional communication throughout the lifecycle of each ticket — from triage through to resolution or escalation.The role involves managing the support queue, maintaining service levels, and ensuring...

  • Service Delivery Manager

    2 weeks ago

    Clark, Philippines Thrive Full time ₱1,200,000 - ₱1,500,000 per year

    About Us Thrive is an innovative technology solutions provider focused on Cyber Security, Microsoft/Office 365, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the...

  • Collection Specialist

    2 weeks ago

    Clark Freeport Zone, Philippines Nova Team Solutions Full time ₱324,000 per year

    We are looking for a dedicated and detail-oriented Collection Specialist to join our team. In this role, you will be responsible for managing and recovering outstanding debts from clients, ensuring that payments are made in a timely manner, and maintaining accurate records of all collection activities. The ideal candidate will have excellent communication...

  • Team Manager, Distribution Quality

    2 weeks ago

    Philippines IHG Full time ₱15,000 - ₱25,000 per year

    DescriptionRole Purpose:This role is responsible for leading a specialized team to ensure operational excellence and compliance within the distribution function. This role focuses on fostering a collaborative environment, driving team engagement, and optimizing processes to enhance overall performance. This role leads the successful execution day-to-day...

  • Team Manager

    4 weeks ago

    , , 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...

  • Recruiter

    2 weeks ago

    Philippines - Remote Career Team Enterprises Full time ₱40,000 - ₱70,000 per year

    Career TEAM is a leading workforce development organization on a mission to transform lives.  We blend cutting-edge technology with compassionate, high-touch services to drive real, measurable outcomes in the lives of job seekers across the country.  At Career TEAM, we're solving today's unemployment challenges with smart software, world-class trainers,...