URGENT: Team Manager | Palayan

About the role

Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Key responsibilities

• 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
• Complete weekly audit requirement and call scrubbings
• Review team attendance infractions insights through internal Sutherland attendance tool
• Provide ideas that can help the client improve their product, business, processes and/or policies
• Present Team Performance to Clients on as needed basis
• Address team attendance and attrition through relationship building and removing barriers that affect People Metrics
• Set up accountability discussions on attendance and performance challenges
• Report potential red flag on employee retention and partner with Operations Manager on stay interviews

About you

• At least two years of Team Leader experience managing a team of 10 to 15 associates

• Strong customer-orientation when managing communications and issues

• Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale boosting exercises

• Knowledge of metrics, their measurements, thresholds, targets and process owners

• Pro-active attitude towards developing trust and professional rapport with employees and team members; the ability to be a team-player

• Amenable working onsite in Palayan, Nueva Ecija.