Home Philippines Team Manager | Collections | Clark
Home Philippines Team Manager | Collections | Clark
Team Manager | Collections | Clark
Job details
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
- 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
- i. 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
- ii. Provide ideas that can help the client improve their product, business, processes and/or policies
- iii. Present Team Performance to Clients in as needed basis
- i. Accomplish weekly deliverables, such as:
- 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 challenges
- ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews
- iii. Keep employees in the loop for any internal and external updates
- Have Team participate on Site and Program employee engagement activities
- iv. Come up with Team level mini engagement activities to hype morale
Qualifications
Our most successful candidates will have:- At least two years of Team Leader experience supporting Banking and Financial services campaigns - specifically Auto Loan or Auto Finance Collections.
- 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
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Hiring company
Sutherland
A process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers across industries from financial services to healthcare, achieve greater agility through transformed and automated customer experiences for over 30 years.Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world. To learn more, please visit us at www.sutherlandglobal.com
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