Team Leader – Financial Services CX & Performance Coach

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

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.