Opportunity at
SutherlandTeam Leader | Banking and Financial Account | Clark
This Clark role at Sutherland leads a team serving banking and financial accounts. The team leader works on customer experience metrics for resolution and CSAT, runs…
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About This Role
This Clark role at Sutherland leads a team serving banking and financial accounts. The team leader works on customer experience metrics for resolution and CSAT, runs call listening and coaching, tracks attendance, supports engagement activities, and presents team performance to clients when needed.
Job Description
This Clark role at Sutherland leads a team serving banking and financial accounts. The team leader works on customer experience metrics for resolution and CSAT, runs call listening and coaching, tracks attendance, supports engagement activities, and presents team performance to clients when needed.
Responsibilities
- Improve team performance on resolution and CSAT through call listening
- Run targeted coaching for outliers and team-level action plans
- Track attendance and hold accountability discussions
- Organize team-level engagement activities
Requirements
- At least 2 years as a Team Leader or Team Manager in a BPO with banking and financial background
- Ability to work in MS Office in a fast-paced environment
- Strong analytical skills to interpret data and suggest improvements
Qualifications
- Strong verbal and written communication skills
- Proactive relationship building with team members
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the job located?
The posting lists an on-site location in Clark, Philippines.
Which metrics does the role focus on?
The role focuses on customer experience metrics, including resolution and CSAT, along with attendance and team performance.
Is a salary listed?
No. The posting does not mention a salary.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.