Jobs in the United States

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Da Vinci Specialist - Tampa
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Da Vinci Specialist - St Petersburg
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Sutherland

Team Manager | Bilingual (Spanish) | Remote | Banking

Remote, United States

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Job details

Experience: 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!)
Posting language: English
Posted: Nov 13, 2026

Original job description

Company Description Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.

For Enterprises, these are key factors of success. For us, they're our core expertise. We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation. We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.

Sutherland

Digital Outcomes.

Job Description

Sutherland is launching a new program under our Banking/Financial Services vertical. We are looking to bring on a talented BI-LINGUAL Team Manager to lead the team! IF you have the leadership and vertical experience to ensure a successful launch, we want to hear from you!

As a Team Manager, you will get to:

Manage 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
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

Qualifications

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

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

EEOC and Veteran Documentation During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status. At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

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More about this job

Skills

Bilingualism
Manage staff
Customer experience
Coaching
Process improvement
Relationship building
Work as a team
Analytical skills
Manage quantitative data
Communication skills
Documentation

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Work requirements

Jobs in the United States