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 involving on 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 thru internal Sutherland attendance tool
Provide ideas that can help the client improve their product, business, processes and/or policies
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
Set up accountability discussions on attendance and performance challenges
Report potential red flag on employee retention and partner with Operations Manager on stay interviews
Keep employees in the loop for any 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
