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 improve their product, business, processes and/or policies.
- iii. Present Team Performance to Clients in as needed basis.
- i. Accomplish weekly deliverables, such as:
- 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.
Our most successful candidates will have:
- Experience in managing a team of associates.
- Experience and knowledge in supporting telco, tech and sales programs as a customer service line of business.
- Strong customer-orientation when managing communications and issues.
- People management expert: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale boosting exercises.
- Knowledge of metrics, their measurements, thresholds, targets and process owners.
- A pro-active attitude towards developing trust and professional rapport with employees and team members; the ability to be a team-player.
Internal:
- Must have FY26 PDP score of Exceed Most or Cleary Exceeds
- Tenure of at least 18 months
- No Active NDA
All your information will be kept confidential according to EEO guidelines.