Opportunity at
SutherlandTeam Leader | Financial Account | Clark
Sutherland is hiring a Team Leader for a Financial Account based on-site in Clark, Pampanga. This full-time position focuses on optimizing team results on customer experience…
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About This Role
Sutherland is hiring a Team Leader for a Financial Account based on-site in Clark, Pampanga. This full-time position focuses on optimizing team results on customer experience indicators such as CSAT and resolution rates. The role suits experienced BPO professionals skilled in behavioral coaching, data analysis, and employee engagement. The selected candidate will manage weekly operational deliverables, conduct call scrubbings and audits, address attendance and attrition challenges, and present performance metrics…
Job Description
Sutherland is hiring a Team Leader for a Financial Account based on-site in Clark, Pampanga. This full-time position focuses on optimizing team results on customer experience indicators such as CSAT and resolution rates. The role suits experienced BPO professionals skilled in behavioral coaching, data analysis, and employee engagement. The selected candidate will manage weekly operational deliverables, conduct call scrubbings and audits, address attendance and attrition challenges, and present performance metrics directly to clients. Additionally, the individual will contribute process improvement ideas, foster high staff morale, and collaborate closely with management on retention strategies.
Responsibilities
- Boost customer experience metrics through behavioral coaching and call listening
- Fulfill weekly targets including coaching compliance, root cause analyses, and action plans
- Perform weekly audits and call scrubbings
- Track attendance trends using internal tools and hold accountability discussions
- Contribute suggestions to enhance client products, processes, and policies
- Present team performance reports to clients as required
- Partner with the Operations Manager on stay interviews and retention risks
- Promote site and program engagement events while organizing mini activities for the team
Requirements
- Minimum of 2 years of experience as a Team Leader or Team Manager within a BPO environment
- Proficiency with MS Office applications
- Ability to operate in a fast-paced setting
- Strong analytical skills with the capability to interpret data and identify trends
- Effective verbal and written communication abilities
- Willingness to work on-site in Clark, Pampanga
Qualifications
- Prior background working within banking and financial accounts is preferred
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and work arrangement for this role?
This full-time position is based on-site in Clark, Pampanga.
What background is required for applicants?
Candidates must have at least two years of experience as a Team Leader or Team Manager in a BPO setup, with a background in banking and financial accounts being preferred.
What are the primary responsibilities of the Team Leader?
The role involves managing team performance metrics like CSAT and resolution, conducting coaching and call scrubbings, tracking attendance, handling client presentations, and driving employee engagement.
Is salary information provided in the posting?
The job posting does not specify salary details.
Sample Interview Questions
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