Team Manager, Bilingual (Spanish)

🔥 39 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟢 Junior

💬 Bilingual

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 23 days.
• No salary listed.

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Sutherland

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1986

🏥 Healthcare

🛡️ Insurance

✈️ Travel

💰 $300M Secondary Market on 2014-10

Healthcare • Insurance • Travel

Sutherland is a global company specializing in digital transformation and business process outsourcing services. They leverage advanced technologies such as Artificial Intelligence, automation, and cloud engineering to drive digital performance and optimize critical business operations. Sutherland offers a variety of services including digital CX, enterprise technology solutions, and intelligent automation across multiple industries such as banking, healthcare, and telecommunications. Their focus is on delivering measurable outcomes, enhancing customer experiences, and enabling business agility through innovative digital solutions.

📋 Description

• Lead a team in Sutherland's Banking/Financial Services program • Improve team performance on Customer Experience metrics, including Resolution and CSAT, through call listening, behavioral coaching, and effective action plans • Address team-level variation through targeted coaching for outliers and participation in Continuous Improvement activities • Complete weekly deliverables, including coaching compliance with RCAs and action plans • Complete weekly audits and call scrubbings • Provide team attendance-infraction insights using Sutherland's internal attendance tool • Suggest improvements to the client's products, business, processes, and policies • Present team performance to clients as needed • Address attendance and attrition through relationship building and removal of barriers affecting people metrics • Improve employee morale and conduct accountability discussions regarding attendance and performance challenges • Report potential employee-retention red flags and partner with the Operations Manager on stay interviews • Keep employees informed about internal and external updates • Participate in site and program employee-engagement activities • Create team-level mini engagement activities to improve morale

🎯 Requirements

• At least 1-2 years of experience as a Team Leader/Team Manager in a BPO setup • US banking and financial background (credit card, collections or auto loan is a major plus) • Must be bilingual Spanish/English • Ability to work in a fast-paced environment • Proactive in developing trust and professional rapport with employees and team members • Ability to work as a team player • Strong analytical skills; ability to interpret data, identify trends, and make suggestions for improvements • Strong verbal and written communication skills; ability to communicate clearly, constructively, and professionally • Willingness to work remotely

🏖️ Benefits

• Confidential handling of employee information according to EEO guidelines • Equal employment opportunity protections • Voluntary Administrative EEO Record participation; inclusion or exclusion does not affect employment decisions

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