Team Leader, Financial Accounts — Elevate CX & Coaching

Sutherland Global; Mabalacat; Hybrid; PHP 420,000 - 600,000; Full time

Job summary

Sutherland Global in Clark, Pampanga is seeking a Team Leader to drive customer experience improvements through coaching and data analysis. You will review performance, coach for RCA-driven action plans, and coordinate weekly deliverables including audits and attendance insights.

The role emphasizes proactive client communications and on-site team engagement. The ideal candidate has 2+ years in a BPO leadership role, strong MS Office and analytical skills, and is committed to working onsite in

Qualifications

• 2+ years as Team Leader/Manager in a BPO, preferably with banking/financial background.
• Proficient in MS Office and data analysis.
• Able to work in a fast-paced environment.
• Strong verbal and written communication skills.
• Amenable working onsite in Clark, Pampanga.

Responsibilities

• Improve team performance on customer experience metrics (Resolution and CSAT) through coaching, RCA analysis, and action plans.
• Address team variations with targeted coaching for outliers and contribute to continuous improvement efforts.
• Provide ideas to improve client products, processes, and policies; present team performance to clients as needed.
• Support team attendance and retention efforts, conducting accountability discussions and stay interviews as required.
• Organize team engagement activities and promote morale on site.

Skills

People management

MS Office

Analytical thinking

Communication skills

Tools

MS Office

Job description

Sutherland Global in Clark, Pampanga is seeking a Team Leader to drive customer experience improvements through coaching and data analysis. You will review performance, coach for RCA-driven action plans, and coordinate weekly deliverables including audits and attendance insights.

The role emphasizes proactive client communications and on-site team engagement. The ideal candidate has 2+ years in a BPO leadership role, strong MS Office and analytical skills, and is committed to working onsite in