CX Team Lead: Coaching, Performance & Engagement (Onsite)

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

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.