Associate Manager - Team Manager

Sutherland Global; Mabalacat, Hinoba-an; On-site; PHP 450,000 - 650,000; Full time

Job summary

Sutherland is seeking an organized and goal-oriented Team Manager to lead a customer experience team in Clark, Pampanga. You will coach agents, monitor performance metrics, and drive continuous improvement initiatives to meet client expectations.

The role requires 1–2 years as a team leader in a BPO, strong MS Office skills, and the ability to work in a fast-paced environment. You will collaborate with operations to maintain high morale and operational excellence onsite.

Qualifications

• 1–2 years of experience as Team Leader/Team Manager in a BPO.
• Strong verbal and written communication.
• Pro-active in developing trust with employees and teams.
• Able to work onsite in Clark, Pampanga.

Responsibilities

• Manage Team Performance: improve customer experience metrics through coaching and action plans.
• Provide coaching and conduct weekly audits and RCA/action plans.
• Act as client advocate to address attendance, attrition and morale.
• Collaborate with Operations Manager on stay interviews and team engagement activities.

Skills

Team leadership

Coaching

Analytical skills

Verbal & written communication

MS Office

Tools

MS Office

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:

Company Description

Sutherland is seeking an organized and goal-oriented person to join us as aTeam Manager.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

• 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 involving on Continuous Improvement activities
  • i. Accomplish weekly deliverables, such:
    • Coaching compliance inclusive of RCAs and action Plans.
    • Weekly Audit requirement and call scrubbings
    • Team attendance infractions insights thru internal Sutherland attendance tool
  • ii. Provide ideas that can help the client improve their product, business, processes and/or policies
  • iii. 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
  • i. Set up accountability discussions on attendance and performance challenges
  • ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews
  • iii. Keep employees in the loop for any internal and external updates
    • Have Team participate on Site and Program employee engagement activities
  • iv. Come up with Team level mini engagement activities to hype morale

Qualifications:

Our most successful candidates will have:

• 1 to 2 years of experience as a Team Leader/Team Manager in a BPO setup
• Be able to work in MS Office
• 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
• Amenable working onsite in Clark, Pampanga

Additional Information:

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