Team Manager

Summary

Join Sutherland's Banking/Financial Services team as a bilingual Team Manager! Lead and mentor a team, focusing on improving customer experience metrics through coaching and action planning. You will be responsible for performance monitoring, client communication, and employee engagement. This role requires 1-2 years of team leadership experience in a BPO setting, specifically within US banking and finance (credit card, collections, or auto loan experience is a plus). Bilingualism (Spanish/English) is a must. The position offers remote work flexibility.

Requirements

• At least 1-2 years of experience as a Team Leader/Team Manager in a BPO setup
• MUST BE Bi-lingual Spanish/English
• 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
• Willing to work remotely

Responsibilities

• 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

Preferred Qualifications

US banking and financial background – credit card, collections or auto loan