Company Description

Sutherland is seeking an organized and goal-oriented person to join us as a Sr. Team Manager - Collections. 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

Key Responsibilities

• Team Performance Management
• Drive and improve team performance across Customer Experience metrics, including Customer Resolution Calls (Inbound & Outbound).
• Provide behavioral coaching, conduct root cause analysis (RCA), and implement effective action plans.
• Address performance gaps through targeted coaching, especially for outliers.
• Lead continuous improvement initiatives to enhance operational efficiency.

Weekly Deliverables

• Ensure coaching compliance, including RCA documentation and action plans.