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 involvement in 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 through the internal Sutherland attendance tool
- Provide ideas that can help the client improve their product, business, processes, and/or policies
- Present Team Performance to Clients on a 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 flags on employee retention and partner with the Operations Manager on stay interviews
- Keep employees in the loop for any internal and external updates
- Have the Team participate in Site and Program employee engagement activities
- Come up with Team level engagement activities to hype morale
