IQOR, Concentrix & Sutherland is Hiring. Pampanga, Philippines

NOW HIRING:

Team Manager | Banking and Financial
Sutherland - Full-time

Company Description
Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager. We are a group of driven and supportive individuals. If you are 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!

Job Description
Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities
i. Accomplish weekly deliverables, such as:
Coaching compliance inclusive of RCAs and action Plans.
Weekly Audit requirement and call scrubbings
Team attendance infractions insights thru internal Sutherland attendance tool
ii. Provide ideas that can help the client improve their product, business, processes and/or policies
iii. Present Team Performance to Clients in as needed basis
Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale
i. Set up accountability discussions on attendance and performance challenges
ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews
iii. Keep employees in the loop for any internal and external updates
Have Team participate on Site and Program employee engagement activities
iv. Come up with Team level mini engagement activities to hype morale

Qualifications
Our most successful candidates will have:

At least two years of experience as a Team Leader/Team Manager in a BPO setup with US banking and financial background (Customer Service and credit card)
Be able to work in MS Office
Be able to work in a fast-paced environment
Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
Amenable working onsite in Clark, Pampanga

Location
Clark, PAMPANGA, Philippines

NOW HIRiNG:
Tech Lead - SME | Clark
Sutherland - Full-time

Company Description
You are joining Sutherland Global Services, a global business transformation company offering an integrated set of back-office and customer service support services. One of the largest, independent process transformation companies in the world, Sutherland serves marquee clients in major industry verticals. With our head office in Rochester, New York, USA, you will be part of our continuously growing number of 38,000 professionals from over 61 global delivery centers around the globe.

Key Responsibilities:

Sutherland is seeking a reliable and detail-oriented person to join us as Tech Lead - SME. We are a group of driven and hard-working individuals. If you are 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!

Job Description
Leads in this role get to:

Empower the Work: Create, and facilitate, and Huddle Sessions to equip staff with fundamental skills and knowledge.

Impact the bottom line: Conduct BQ / Remedial training for the folks in nesting. Also, conduct floor interventions for BQ teams.

Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations

Take the lead:

Delivering new hire training for the business, ensure to give a good learning experience for the new hires, and ensuring to equip new hires with the relevant skill set to meet the production goals from the first-month post-nesting.
Should partner with quality and training manager to identify skill and knowledge gap that leads to a stable performance trend.
Work with the training manager to prepare training content to run a BQ intervention for the business and,
Work with the training manager in catering the lto earning via the update management process and new launches.

Qualifications
Our most successful candidates will have:

Excellent Data Mining skills
Ability to think outside of traditional roles to evaluate business implications
Ability to interpret data, identify trends, and make suggestions for improvements
Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues

Location
Clark, PAMPANGA, Philippines

Now HIRING:
Account Management | Sales & Tech (Webhosting)
Sutherland Full-time

Company Description
At Sutherland, we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add as an Operations Manager who will establish and create strategies that will enhance processes and boost ease and efficiency. As an Operations Manager, you will set the path to success by managing performance and service quality to guarantee customer satisfaction.

Job Description
You are also expected to:

Establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations;
Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations that would impact the bottom line;
Identify the training needs that will equip the staff with fundamental skills and knowledge; - Have a thorough understanding of the various system tools and operational procedures utilized within the program;
Collaborate with stakeholders on a regular basis for changes on promotions and updates; and
Conduct all defined and required process compliance and adherence to all team members, partners and, third-party providers.

Qualifications
MINIMUM QUALIFICATIONS:

Earned a bachelor’s Degree in any field (preferred not required)
At least 6 years of work experience in the same industry with 2-3yrs of management experience
Excellent working knowledge on Microsoft Office applications
Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
Strong analytical skills
Demonstrated leadership skills
Must be willing to report on a graveyard/shifting schedules

Location
Clark, PAMPANGA, Philippines

NOW HIRING:

Lead - Customer Experience Internal
Sutherland - Full-time
Company Description
As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years.

Job Description
Sutherland is seeking an attentive and analytical person to join us as a Quality Analyst.

The Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transaction to ensure accurate and consistent information is provided to customer.
The Quality Analyst key focus is to evaluate transactions to ensure all required processes and guidelines are followed to ensure the delivery of the highest levels of customer experience and employee engagement, while driving KPI performance at or above all critical goals.
This individual is responsible for completing all assigned transaction evaluation and attending all internal and external calibration sessions as assigned.
Quality Analyst in this role get to:

Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
Keep management updated: Relay important 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.

Qualifications
Our most successful candidate will have:

Six months experience in process transformation.
Ability to work in MS Office - Ability to work in a fast-paced environment.
Pro-active ability in developing trust and professional rapport with employees and team members; work as a team-player.
Strong analytical skills: be able to interpret data, identify trends, and make suggestions for improvements.
Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.

Location
Clark, Philippines

NOW HIRiNG:
Team Manager | Banking and Financial
Sutherland - Full-time

Company Description
Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager. We are a group of driven and supportive individuals. If you are 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!

Job Description
Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities
i. Accomplish weekly deliverables, such as:
Coaching compliance inclusive of RCAs and action Plans.
Weekly Audit requirement and call scrubbings
Team attendance infractions insights thru internal Sutherland attendance tool
ii. Provide ideas that can help the client improve their product, business, processes and/or policies
iii. Present Team Performance to Clients in as needed basis
Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale
i. Set up accountability discussions on attendance and performance challenges
ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews
iii. Keep employees in the loop for any internal and external updates
Have Team participate on Site and Program employee engagement activities
iv. Come up with Team level mini engagement activities to hype morale

Qualifications
Our most successful candidates will have:

At least two years of Team Leader experience supporting Banking and Financial services campaigns - US Banking, Credit Cards or Collections.
Be able to work in MS Office
Be able to work in a fast-paced environment
Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
Amenable working onsite in Clark.

Location
Clark, PAMPANGA, Philippines

NOW HIRING:
Team Manager Banking & Finance Referrals
Sutherland - Full-time

Company Description
Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager for Banking & Financial Account. We are a group of driven and supportive individuals. If you are 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!

Job Description
Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities
i. Accomplish weekly deliverables, such as:
Coaching compliance inclusive of RCAs and action Plans.
Weekly Audit requirement and call scrubbings
Team attendance infractions insights thru internal Sutherland attendance tool
ii. Provide ideas that can help the client improve their product, business, processes and/or policies
iii. Present Team Performance to Clients in as needed basis
Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale
i. Set up accountability discussions on attendance and performance challenges
ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews
iii. Keep employees in the loop for any internal and external updates
Have Team participate on Site and Program employee engagement activities
iv. Come up with Team level mini engagement activities to hype morale

Qualifications
Our most successful candidates will have:

At least 2 years of experience as a Team Leader/Team Manager in a BPO setup with banking, financial and collections background
Be able to work in MS Office
Be able to work in a fast-paced environment
Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
Amenable working onsite in Clark, Pampanga.

Location
Clark Freeport, Pampanga, Philippines

NOW HIRING FOR: Associate-CS Phone
Sutherland - Full-time

Company Description
an experience-led digital transformation company that can help your business achieve non-linear growth by delivering exceptionally engineered experiences for your (very human) customers and employees.

Job Description
Customer service provided for customers who require a secondary or management level to resolve customers concerns or situations

Qualifications
High School graduate, good communication skills,score of atleast 2.75 in rubric ( Language Interview), B1H in GLA, Typing skills of 35wpm with 85% accurracy, Basic knowledge on internet browsing and net surfing, basic knowledge on Microsoft applications

Location
Clark, PAMPANGA, Philippines

HIRING FOR: Associate-CS Phone
Sutherland - Full-time
Company Description
an experience-led digital transformation company that can help your business achieve non-linear growth by delivering exceptionally engineered experiences for your (very human) customers and employees.

Job Description
Customer service provided for customers who require a secondary or management level to resolve customers concerns or situations

Qualifications
High School graduate, good communication skills,score of atleast 2.75 in rubric ( Language Interview), B1H in GLA, Typing skills of 35wpm with 85% accurracy, Basic knowledge on internet browsing and net surfing, basic knowledge on Microsoft applications

Location
Clark, PAMPANGA , Philippines

HIRING FOR: Leadership & Support - ERP
Sutherland Full-time
Company Description
We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description
We encourage our employee to refer any of our Leadership and support openings in Clark. Please submit and upload your referrals and we will process them the soonest.

Qualifications
With at least 2 years experience in support roles.

Additional Information
All your information will be kept confidential according to EEO guidelines.

Location
Clark Freeport, Philippines

Hiring manager
Afsheen Kiyoumarsi

HIRING FOR: Team Manager Banking & Finance Referrals
Sutherland - Full-time
Company Description
Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager for Banking & Financial Account. We are a group of driven and supportive individuals. If you are 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!

Job Description
Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities
i. Accomplish weekly deliverables, such as:
Coaching compliance inclusive of RCAs and action Plans.
Weekly Audit requirement and call scrubbings
Team attendance infractions insights thru internal Sutherland attendance tool
ii. Provide ideas that can help the client improve their product, business, processes and/or policies
iii. Present Team Performance to Clients in as needed basis
Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale
i. Set up accountability discussions on attendance and performance challenges
ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews
iii. Keep employees in the loop for any internal and external updates
Have Team participate on Site and Program employee engagement activities
iv. Come up with Team level mini engagement activities to hype morale

Qualifications
Our most successful candidates will have:

At least 2 years of experience as a Team Leader/Team Manager in a BPO setup with banking, financial and collections background
Be able to work in MS Office
Be able to work in a fast-paced environment
Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
Amenable working onsite in Clark, Pampanga.

Location
Clark Freeport, Pampanga, Philippines

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