Team Manager (Carmona)  - Sutherland Global Services Inc.

Responsibilities


  Responsibilities:
Customer Focus - Dedicated to meet the expectations and requirements of internal and external customers by obtaining first hand feedback and driving change in relation. Drive for Results - Finding solutions to problems despite constraints, setting priorities, and demonstrating high levels of energy in pursuing problems, setting high performance standards in achieving client matrices. Developing Direct Reports - Build direct report skill sets by providing challenging and stretching tasks and assignments. Helps individuals leverage their unique talents, experiences, and style as they work on their development opportunities.
  • Enhance employee performance and attendance through daily mentoring, one-on-one discussions and team huddles with motivational strategies.
  • Collaborating with Manager to create strategic plans to enhance the C-SAT & other Metrics.
  • Analysis of critical data directly related to metrics which effect our SLA's on a day-to-day basis.
  • Drive a sense of team work across associates, work to foster a collaborative/ Positive work environment.
  • Stack rank the associates on a weekly basis and provide them feedback on their progress.
  • Generating reports for performance appraisals.
  • Ensuring meeting/exceeding monthly forecasts and all SLA's on all the following: Run the business, Contact Center Metrics e.g. AHT, Logging Rate, Shrinkage, Quality' Contact Center metrics e.g. FCO, FCR. Customer xperience metrics e.g. CSat, DSat.

Requirements


  • Candidate must possess at least a Bachelor's/College Degree , any field.
  • At least 2 year(s) of working experience in the related field is required for this position.
  • Applicants must be willing to work in Carmona.
  • Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Customer Service or equivalent.
  • Full-Time position(s) available.

Company Overview


####COMPANYOVERVIEW####

Why Join Us?


Philippines - Calabarzon & Mimaropa - Carmona
Min 2 years (Supervisor / 5 Yrs & Up Experienced Employee)

Location Map


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Governor's Dr, Carmona, Philippines