Sales Team Performance Leader — Coaching & CX

Sutherland; Masamat; On-site; PHP 500,000 - 700,000; Full time

Job summary

Sutherland is seeking an organized Team Manager to join our Customer Experience team. You will lead a group of agents, coach performance, and drive improvements in resolution and CSAT metrics while coordinating with clients and internal partners.

You will address attendance and retention issues, implement action plans, and foster a motivated, high-performing team in a fast-paced environment.

Qualifications

• Minimum 2 years of experience as a Team Manager
• Strong sales operations background with a proven track record of driving performance
• Demonstrated expertise in coaching and developing agents to achieve sales and service goals
• Ability to effectively manage teams in a high-pressure, target-driven environment
• Strong experience in managing and delivering results across multiple KPIs, including productivity, quality, customer experience, and revenue/sales metrics
• Excellent stakeholder management, leadership, and communication skills

Responsibilities

• 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.
• 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
• iv. Come up with Team level mini engagement activities to hype moral

Job description

Sutherland is seeking an organized Team Manager to join our Customer Experience team. You will lead a group of agents, coach performance, and drive improvements in resolution and CSAT metrics while coordinating with clients and internal partners.

You will address attendance and retention issues, implement action plans, and foster a motivated, high-performing team in a fast-paced environment.