Associate Manager - Team Manager

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 1-2 yearsSkills: ["Leadership","Coaching","Analytical thinking","Communication","Team collaboration"]

Lead and coach a customer support team to improve Customer Experience metrics like resolution and CSAT. Conduct weekly coaching compliance with RCAs and action plans, perform audits and call “scrubbings,” and use attendance tooling to identify trends. Act as a client advocate by addressing attendance and attrition, reporting retention red flags, and coordinating stay interviews with operations. Deliver team performance updates to clients and drive site/program engagement activities.

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FursaFursa
Sutherland
Sutherland
6 hours ago

Associate Manager - Team Manager

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Lead and coach a customer support team to improve Customer Experience metrics like resolution and CSAT. Conduct weekly coaching compliance with RCAs and action plans, perform audits and call “scrubbings,” and use attendance tooling to identify trends. Act as a client advocate by addressing attendance and attrition, reporting retention red flags, and coordinating stay interviews with operations. Deliver team performance updates to clients and drive site/program engagement activities.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching, and effective action plans
  • •Address outliers with targeted coaching and participate in Continuous Improvement activities to meet weekly deliverables
  • •Conduct weekly audit requirements and call scrubbings
  • •Use internal attendance tools to identify insights on team attendance and address attendance/attrition through relationship building and barrier removal
  • •Provide team performance updates to clients as needed and support employee engagement activities (including mini engagement activities)

Key Requirements

  • •1 to 2 years of experience as a Team Leader/Team Manager in a BPO setup
  • •Ability to work in MS Office
  • •Ability to work in a fast-paced environment
  • •Proactive in building trust and professional rapport with employees; work as a team player
  • •Strong analytical, verbal, and written communication skills; interpret data and suggest improvements
Experience:1-2 yearsBPO
Skills:LeadershipCoachingAnalytical thinkingCommunicationTeam collaboration
Languages:English
Tech Stack:MS Office

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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