Sutherland

Global BPO providing customer lifecycle management

Team Leader - Financial Account

Customer SupportConfirmed live in the last 24 hours

Full-timeZone, PhilippinesNo salary listed

About the Job

Requirements

At least 2 years of experience as a Team Leader or Team Manager in a BPO setup, preferably with a banking and financial background.
Ability to work in Microsoft Office.
Ability to develop trust and professional rapport with employees and team members.
Strong analytical skills to interpret data, identify trends, and suggest improvements.
Strong verbal and written communication skills to communicate clearly, constructively, and professionally.
Willingness to work onsite in Clark, Pampanga.

Responsibilities

Improve team performance on Customer Experience metrics, including Resolution and CSAT, through call listening, behavioral coaching, and effective action plans.
Address team-level variation through targeted coaching for outliers and involvement in Continuous Improvement activities.
Complete weekly deliverables, including coaching compliance with root cause analyses and action plans, weekly audit requirements and call scrubbings, and insights on team attendance infractions using the internal Sutherland attendance tool.
Provide ideas to help the client improve its products, business, processes, or policies.
Present team performance to clients as needed.
Address team attendance and attrition through relationship building and removing barriers affecting people metrics; improve employee morale.
Set up accountability discussions about attendance and performance challenges.
Report potential employee-retention red flags and partner with the Operations Manager on stay interviews.
Keep employees informed of internal and external updates.
Have the team participate in site and program employee engagement activities.
Create team-level mini engagement activities to improve morale.

Desired Qualifications

Banking and financial background.

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.

About the Company

Sutherland

Global BPO providing customer lifecycle management

Sutherland provides business process outsourcing that manages the entire customer lifecycle for clients, including customer support, sales, and related operations across multiple industries. It combines process consulting with outsourced delivery, using end-to-end services that mix human agents with digital tools such as AI and analytics across a global delivery network. It differentiates itself through long-term private ownership that supports steady growth and an integrated approach across technology, telecom, financial services, and healthcare. Its goal is to help clients improve the customer experience while lowering operating costs by outsourcing full lifecycle processes and advancing with digital capabilities.

Company size: 10,001+
Company stage: Private
Total funding: $30M
Headquarters: Town of Perinton, New York
Founded: 1986

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