Team Manager - Collections (BFSI)

Sutherland • Clark, NJ

223d

About The Position

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. 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.

Requirements

• At least 2 years of experience as a Team Leader/Team Manager in a BPO setup with banking and financial background
• Proficient in MS Office
• Ability to work in a fast-paced environment
• Proactive in developing trust and professional rapport with employees and team members
• Strong analytical skills to interpret data and identify trends
• Strong verbal and written communication skills

Nice To Haves

• Leadership experience in BFSI
• Willingness to work onsite in Clark

Responsibilities

• Improve team performance on Customer Experience metrics (Resolution and CSAT)
• Conduct call listening and behavioral coaching
• Set effective action plans
• Address Team level variation through targeted coaching for outliers
• Accomplish weekly deliverables including coaching compliance and action plans
• Conduct weekly audits and call scrubbings
• Provide insights on team attendance infractions
• Suggest improvements for client products, business, processes, and policies
• Present Team Performance to Clients as needed
• Build relationships to address team attendance and attrition
• Improve employee morale
• Set up accountability discussions on attendance and performance challenges
• Report potential red flags on employee retention
• Partner with Operations Manager on stay interviews
• Keep employees informed of internal and external updates
• Encourage team participation in employee engagement activities
• Develop team-level mini engagement activities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees