Description
Sutherland is seeking a skilled, effective and impactful leader to join us as a Collections Team Manager. In this role, the Team Manager will be responsible for overseeing customer deliverables, process maintenance & improvement while managing a team of collections professionals. We are a group of dynamic and driven individuals. If you’re looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Collections Team Managers in this role get to:
- Keep Management Updated: Relay vital information in the form of timely and accurate reports.
- Impact the Bottom Line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
- Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction; provide coaching and feedback to CSRs.
- Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
- motivated to involve in self and team development.
Qualifications:
- BPO leadership experience - a must.
- Auto Collections experience. Banking/finance team management experience will be considered if within the BPO industry
- Ability to coach, mentor and develop front-line employees to meet and exceed KPIs/metrics as set forth by the client
- Ability to work in a fast-paced environment
- Ability to adjust quickly and smoothly to changing priorities and conditions
- Ability to interpret data, identify trends, and make suggestions for improvements
- Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
- A proactive approach in developing trust and professional rapport with employees and team members
- Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
- B2 English Level