Team Manager | Collections Account at Sutherland Global Services UK Ltd

Angeles, Central Luzon, Philippines -

Full Time

Start Date

Immediate

Expiry Date

30 Aug, 26

Salary

0.0

Posted On

01 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Collections, Performance Coaching, KPI Management, Data Analysis, Relationship Building, Employee Engagement, Call Monitoring, Root Cause Analysis, Communication Skills

Industry

IT Services and IT Consulting

Description

Company Description About Sutherland Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence. We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships. Sutherland Unlocking digital performance. Delivering measurable results. Job Description Managing Team Performance: Improve team performance on 1st Party Collections KPIs 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 requirement and call scrubbings Team attendance infractions insights thru internal Sutherland attendance tool Provide ideas that can help the client improve their product, business, processes and/or policies 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 Set up accountability discussions on attendance and performance challenges Report potential red flag 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 on Site and Program employee engagement activities Come up with Team level mini engagement activities to hype morale Qualifications At least 2 years of experience as a Team Leader/Team Manager in a BPO setup with US banking and financial collections background. 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. Willing to work onsite in Clark Pampanga, with night/shifting schedules. Additional Information All your information will be kept confidential according to EEO guidelines.

Responsibilities

Manage team performance on 1st Party Collections KPIs through behavioral coaching, call listening, and action plans. Act as a client advocate by improving employee morale, managing attrition, and reporting performance trends to clients.