Team Leader, Financial Services CX & Coaching

Sutherland; Mabalacat; On-site; PHP 480,000 - 600,000; Full time

Job summary

Sutherland Philippines seeks a seasoned Team Leader/Manager to drive customer experience performance. You will coach agents, monitor RCAs, and implement action plans to improve CSAT and resolution metrics aligned with client goals.

You'll address attendance, attrition, and morale through engagement activities and stay interviews, partnering with Operations. Requires 2+ years leading BPO teams, strong analytics, and excellent communication skills.

Qualifications

• 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.

Responsibilities

• Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and action plans.
• Accomplish weekly deliverables, such as coaching compliance, RCAs and action plans; weekly audit and call scrubbings.
• Team attendance infractions insights through 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.
• 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 flags 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 engagement activities.
• Come up with Team level mini engagement activities to hype morale.

Skills

Team leadership

Analytical skills

Verbal communication

Written communication

Fast-paced adaptability

Tools

MS Office

Job description

Sutherland Philippines seeks a seasoned Team Leader/Manager to drive customer experience performance. You will coach agents, monitor RCAs, and implement action plans to improve CSAT and resolution metrics aligned with client goals.

You'll address attendance, attrition, and morale through engagement activities and stay interviews, partnering with Operations. Requires 2+ years leading BPO teams, strong analytics, and excellent communication skills.