Full-Time Team Manager - Banking & Finance

Sutherland is launching a new program under our Banking/Financial Services vertical. We are looking to bring on a talented BI-LINGUAL Team Manager to lead the team! If you have the leadership and vertical experience to ensure a successful launch, we want to hear from you!

As a Team Manager, you will:

• Manage 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

Requirements:

• At least 1-2 years of experience as a Team Leader/Team Manager in a BPO setup (US banking and financial background – credit card, collections, or auto loan - major plus!)
• MUST BE Bi-lingual Spanish/English
• Be able to work in a fast-paced environment
• Be proactive 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 remotely

What is the last date for applying to the job?

Which countries are accepted for this remote job?