Team Manager – Banking and Financial (Bi-lingual)

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 - major plus! MUST BE Bi-lingual Spanish/English 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. Willing to work remotely.

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. Accomplish weekly deliverables, such as coaching compliance, weekly audit requirements, and team attendance insights. Provide ideas to help the client improve their product, business, processes and/or policies. Present Team Performance to Clients as needed. 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 performance challenges. Report potential red flags on employee retention and partner with Operations Manager on stay interviews. Keep employees informed of internal and external updates. Have Team participate on Site and Program employee engagement activities. Come up with Team level mini engagement activities to hype morale.