Customer Experience Team Leader

Sutherland; Tarlac City; On-site; PHP 480,000 - 600,000; Full time

Job summary

Sutherland in the Philippines is seeking an organized and goal-oriented Team Manager to lead a customer service team and improve performance on CX metrics through coaching and targeted action plans.

You will advocate for the client, address attendance and attrition, report team performance to clients, and organize engagement activities to boost morale and teamwork. Internal requirements include FY26PDP score of Exceed Most or Cleary Exceeds, tenure of at least 18 months, and no active NDA.

Qualifications

• Must have FY26PDP score of Exceed Most or Cleary Exceeds
• Tenure of at least 18 months
• No Active NDA

Responsibilities

• Manage team performance on CX metrics through coaching and action plans.
• Coach for attendance, retention, and stay interviews with Operations Manager.
• Present team performance to clients as needed.
• Address attendance and attrition; boost employee morale.
• Organize site engagement activities to improve morale.
• Propose team-level initiatives to energize the team.

Skills

Team management

Customer service

Coaching

Conflict resolution

Mentoring

Training

Team building

Morale boosting

Metrics understanding

Team player

Job description

Sutherland in the Philippines is seeking an organized and goal-oriented Team Manager to lead a customer service team and improve performance on CX metrics through coaching and targeted action plans.

You will advocate for the client, address attendance and attrition, report team performance to clients, and organize engagement activities to boost morale and teamwork. Internal requirements include FY26PDP score of Exceed Most or Cleary Exceeds, tenure of at least 18 months, and no active NDA.