Posted a day ago
Team Leader
Sutherland
Requirements
2+ years BPO Team Leader experience, Banking and financial background, MS Office proficiency, Strong analytical skills, Strong communication skills
Skills
BankingLeadership
About the role
Responsibilities
- Manage team performance on Customer Experience metrics including Resolution and CSAT
- Conduct call listening, behavioral coaching, and implement action plans
- Complete weekly deliverables such as coaching compliance, RCAs, and audits
- Provide insights to improve client products, business processes, and policies
- Present team performance metrics to clients
- Address team attendance and attrition through relationship building
- Manage employee morale and lead engagement activities
Requirements
- At least 2 years of experience as a Team Leader or Team Manager in a BPO environment
- Background in banking and financial services
- Proficiency in MS Office
- Ability to work in a fast-paced environment
- Strong analytical skills to interpret data and identify trends
- Excellent verbal and written communication skills
About the Company
Sutherland is a global digital transformation company that leverages AI, automation, and cloud engineering to drive business excellence for iconic brands worldwide.
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