Team Manager | Collections Account

Job Description

• Managing Team Performance: Improve team performance on 1st Party Collections KPIs through call listening, behavioral coaching and setting effective action plans. Address team level variation through targeted coaching for outliers and involve continuous improvement activities.
  • Accomplish weekly deliverables, such as:
    • Coaching compliance inclusive of RCAs and action plans.
    • Weekly audit requirement and call scrubbings
    • Team attendance infractions insights through internal Sutherland attendance tool.
    • Provide ideas that can help the client improve their product, business, processes and/or policies
    • Present team performance to clients as needed.
• Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect people metrics. Improve employee morale.
  • Set up accountability discussions on attendance and...

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