21006273_en - Collections team managerSutherland

https://sutherland.taleo.net/careersection/2/jobdetail.ftl?job=21006273&lang=en
PH
Job Description:
Sutherland is seeking a skilled, effective and impactful leader to join us as a Collections Team Manager. In this role, the Team Manager will be responsible for overseeing customer deliverables, process maintenance & improvement while managing a team of collections professionals. We are a group of dynamic and driven individuals. If you're 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!
Collections Team Managers in this role get to:
Keep Management Updated: Relay vital information in the form of timely and accurate reports.
Impact the Bottom Line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
Define Sutherland's reputation: Oversee and manage performance and service quality to guarantee customer satisfaction; provide coaching and feedback to CSRs.
Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
Take the Lead: Monitor Work queues/e-mails as per defined sample plan and targets; report out any outage and take necessary action; perform RCA and take corrective actions for defects identified during monitoring; drive KPI improvement initiatives across program; focus on SLA to meet the client satisfaction; to be able to meet the Shrinkage and Attrition goal set by the company; to be self- motivated to involve in self and team development.
Qualifications:
Our most successful candidates will have:
BPO leadership experience - a must.
Auto Collections experience. Banking/finance team management experience will be considered if within the BPO industry
Ability to coach, mentor and develop front-line employees to meet and exceed KPIs/metrics as set forth by the client
Ability to work in a fast-paced environment
Good working knowledge in MS Office applications
Ability to adjust quickly and smoothly to changing priorities and conditions
Ability to interpret data, identify trends, and make suggestions for improvements
Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
A proactive approach in developing trust and professional rapport with employees and team members
Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
B2 English Level
Sutherland

Pampanga
Permanent
Full-time