Team Manager | Collections Account

Responsibilities

• Manage team performance for 1st Party Collections KPIs through call listening, behavioral coaching, and effective action plans
• Conduct weekly deliverables including coaching compliance, Root Cause Analysis (RCA), and call scrubbings
• Monitor team attendance and provide insights using internal attendance tools
• Present team performance metrics to clients on an as-needed basis
• Act as a client advocate by addressing attrition and improving employee morale through engagement activities
• Partner with the Operations Manager on stay interviews and identify potential red flags regarding employee retention

Requirements

• At least 2 years of experience as a Team Leader or Team Manager in a BPO environment
• Background in US banking and financial collections
• Strong analytical skills with the ability to interpret data and identify trends
• Excellent verbal and written communication skills
• Ability to work in a fast-paced environment
• Willingness to work onsite in Clark, Pampanga, on night or shifting schedules

About the Company

Sutherland is a global digital transformation company that combines human expertise with artificial intelligence to drive business excellence. We work with iconic brands worldwide, leveraging advanced analytics, automation, and cloud engineering to optimize critical business operations and deliver measurable results.