Team Manager, Bilingual (Spanish)

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee a team within Sutherland's Banking/Financial Services program

• Enhance team performance on Customer Experience metrics, such as Resolution and CSAT, through call monitoring, behavioral coaching, and effective action strategies

• Tackle team-level discrepancies via targeted coaching for outliers and involvement in Continuous Improvement initiatives

• Fulfill weekly obligations, including ensuring coaching compliance with RCAs and action strategies

• Conduct weekly audits and call evaluations

• Provide insights on team attendance infractions using Sutherland's internal attendance system

• Recommend enhancements to the client's products, business operations, processes, and policies

• Present team performance metrics to clients as required

• Address attendance and turnover issues by fostering relationships and eliminating obstacles impacting team metrics

• Boost employee morale and facilitate accountability discussions concerning attendance and performance challenges

• Report potential employee-retention issues and collaborate with the Operations Manager on stay interviews

• Keep team members updated on both internal and external news

• Engage in site and program employee-engagement initiatives

• Develop team-specific mini engagement activities to enhance morale

⛳️ Requirements

• A minimum of 1-2 years of experience as a Team Leader/Team Manager in a BPO environment

• Background in US banking and financial services (experience with credit cards, collections, or auto loans is a significant advantage)

• Bilingual in Spanish and English is mandatory

• Capability to thrive in a fast-paced setting

• Proactive in establishing trust and professional relationships with employees and team members

• Ability to collaborate effectively as a team member

• Strong analytical abilities; capable of interpreting data, recognizing trends, and proposing improvements

• Excellent verbal and written communication skills; able to convey information clearly, constructively, and professionally

• Willingness to work remotely

🏝️ Benefits

• Confidential management of employee information in accordance with EEO guidelines

• Protections under equal employment opportunity regulations

• Participation in voluntary Administrative EEO Record; inclusion or exclusion does not influence employment decisions