team Manager | clarkSutherland

Company Description
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!
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
One to two years of experience in similar role.
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
Additional Information
All your information will be kept confidential according to EEO guidelines.
Sutherland

Pampanga
Permanent
Full-time