- 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
- 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
- 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
- Come up with Team level mini engagement activities to hype morale
Qualifications
- At least 4 years of experience as a Sr Team Leader/Team Manager in a BPO setup with US banking and financial background credit card, collections or auto loan & managing 2-3 Team Managers
- Be able to work in a rapid-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
- Willing to work onsite in Clark Pampanga, with night/shifting schedules.