Sutherland is launching a new program under our Banking/Financial Services vertical. We are looking to bring on a talented BI-LINGUAL Team Manager to lead the team! IF you have the leadership and vertical experience to ensure a successful launch, we want to hear from you! As a Team Manager, you will get to:Manage 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 activitiesAccomplish weekly deliverables, such as:Coaching compliance inclusive of RCAs and action Plans.Weekly Audit requirement and call scrubbingsTeam attendance infractions insights thru internal Sutherland attendance toolProvide ideas that can help the client improve their product, business, processes and/or policiesPresent 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 moraleSet up accountability discussions on attendance and performance challengesReport potential red flag on employee retention and partner with Operations Manager on stay interviewsKeep employees in the loop for any internal and external updatesHave Team participate on Site and Program employee engagement activitiesCome up with Team level mini engagement activities to hype morale