Team Manager

Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager – Cards Services. 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:
  • 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...