Team Leader - Banking and Financial Accounts

About the role

Sutherland is hiring a Team Leader for its Banking and Financial Accounts team in Clark. The role focuses on improving team performance on customer experience metrics (resolution and CSAT) through call listening, coaching and action planning, while also supporting employee attendance, morale and retention.

Key responsibilities

• Improve team performance on resolution and CSAT through call listening, behavioral coaching and effective action plans
• Coach outliers and involve the team in continuous improvement activities
• Deliver weekly tasks such as compliance coaching including RCAs and action plans, weekly audits and call scrubbings, and attendance insights from the internal attendance tool
• Propose ideas to help the client improve its product, business, processes and policies
• Present team performance to clients as needed
• Address attendance and attrition by building relationships, holding accountability discussions and reporting retention risks to the Operations Manager for stay interviews
• Keep employees informed on internal and external updates and run team-level engagement activities

Required profile

• At least 2 years of experience as a Team Leader or Team Manager in a BPO setup with a banking and financial background
• Ability to build trust and professional rapport with employees and work as a team player
• Strong analytical skills: interpreting data, identifying trends and suggesting improvements
• Strong verbal and written communication skills

Required skills

• MS Office
• Ability to work in a fast-paced environment