Team Leader | Banking And Financial Account | Clark

Sutherland is seeking an organized and goal-oriented person to join us as a Team Leader (Banking & Financial).

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!Responsibilities : 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.Accomplish weekly deliverables, such as : Coaching compliance inclusive of RCAs and action plans.Weekly audit requirements and call scrubbings.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 as needed.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 flags 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 in Site and Program employee engagement activities.Come up with Team level mini engagement activities to hype morale.Our most successful candidates will have : At least two years of experience as a Team Leader handling banking & financial campaigns specifically credit / debit card, customer service, and / or collections.Ability to work in MS Office.Ability to work in a fast-paced environment.Proactive in developing trust and professional rapport with employees and team members; work as a team player.Strong analytical skills; able to interpret data, identify trends, and make suggestions for improvements.Strong verbal and written communication skills; able to communicate in a clear, constructive, and professional manner.Amenable to working onsite in Clark, Pampanga.

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