Team Leader | Financial Account | Clark

Sutherland; Central Luzon; On-site; PHP 469,000 - 670,000; Full time

Job summary

Sutherland in Clark, Pampanga, is seeking a Team Leader/Manager to drive performance of customer experience teams. You will coach, audit, and analyze data to improve resolution rates and CSAT, while engaging with clients and ensuring a positive team environment.

Ideal candidates have 2+ years in a BPO leadership role, strong communication skills, and proficiency in MS Office. This role is onsite in Clark, Pampanga, with a fast-paced operational setting.

Qualifications

• At least 2 years of experience as a Team Leader/Team Manager in a BPO setup, preferably with banking/financial background.
• Proficient in MS Office.
• Able to work in a fast-paced environment.
• Proactive in developing trust and professional rapport with employees and team members; work as a team-player.
• Strong analytical skills; able to interpret data, identify trends, and suggest improvements.
• Strong verbal and written communication skills; able to communicate clearly and professionally.
• Amenable working onsite in Clark, Pampanga.

Responsibilities

• Manage team performance and improve Customer Experience metrics (Resolution and CSAT) through coaching, RCAs, and action plans.
• Conduct weekly deliverables: coaching compliance, weekly audits, call scrubbing, attendance insights from internal tools.
• Provide ideas to help clients improve their product, processes, or policies.
• Present Team Performance to Clients as needed.
• Act as Client advocate: address attendance and attrition, build staff morale.
• Set up accountability discussions on attendance and performance issues; stay interviews with Operations.

Skills

Team leadership

Analytical skills

Verbal & written communication

Proactive rapport building

MS Office

Fast-paced adaptability

Tools

MS Office

Job description

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.

For Enterprises, these are key factors of success. For us, they're our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, 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. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.

Sutherland

Digital Outcomes.

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
• 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 2 years of experience as a Team Leader/Team Manager in a BPO setup preferably 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.
• Amenable working onsite in Clark, Pampanga.

Additional Information

All your information will be kept confidential according to EEO guidelines.