Team Manager, Bilingual (Spanish)
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Job Description
Bilingual Spanish-English Team Manager leading banking and financial services teams for Sutherland. Improving customer experience, attendance, retention, coaching compliance, and team performance.
Responsibilities:
- Lead a team in Sutherland's Banking/Financial Services program
- Improve team performance on Customer Experience metrics, including Resolution and CSAT, through call listening, behavioral coaching, and effective action plans
- Address team-level variation through targeted coaching for outliers and participation in Continuous Improvement activities
- Complete weekly deliverables, including coaching compliance with RCAs and action plans
- Complete weekly audits and call scrubbings
- Provide team attendance-infraction insights using Sutherland's internal attendance tool
- Suggest improvements to the client's products, business, processes, and policies
- Present team performance to clients as needed
- Address attendance and attrition through relationship building and removal of barriers affecting people metrics
- Improve employee morale and conduct accountability discussions regarding attendance and performance challenges
- Report potential employee-retention red flags and partner with the Operations Manager on stay interviews
- Keep employees informed about internal and external updates
- Participate in site and program employee-engagement activities
- Create team-level mini engagement activities to improve morale
Requirements:
- At least 1-2 years of experience as a Team Leader/Team Manager in a BPO setup
- US banking and financial background (credit card, collections or auto loan is a major plus)
- Must be bilingual Spanish/English
- Ability to work in a fast-paced environment
- Proactive in developing trust and professional rapport with employees and team members
- Ability to work as a team player
- Strong analytical skills; ability to interpret data, identify trends, and make suggestions for improvements
- Strong verbal and written communication skills; ability to communicate clearly, constructively, and professionally
- Willingness to work remotely
Benefits:
- Confidential handling of employee information according to EEO guidelines
- Equal employment opportunity protections
- Voluntary Administrative EEO Record participation; inclusion or exclusion does not affect employment decisions
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