CX Team Lead & Performance Coach

Sutherland; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sutherland is seeking an organized and goal-oriented Team Manager to lead a 10-15 member customer service team in a Telco environment onsite in Tarlac. You will coach, monitor performance, and drive improvements in CX metrics.

The ideal candidate has at least 2 years of team leadership, strong people management and conflict-resolution skills, and a proactive, trust-building approach. You will collaborate with Operations and participate in morale-boosting activities.

Qualifications

• Two years of Team Leader experience managing 10–15 associates.
• Experience in a Telco environment as a customer service line of business.
• Strong customer-orientation when managing communications and issues.
• High-level people management skills with mentoring and training abilities.
• Knowledge of metrics, thresholds, targets and process owners.
• Pro-active attitude toward building trust with employees and teams.
• Amenable working onsite in Tarlac.

Responsibilities

• Improve team performance on CX metrics through coaching and action plans.
• Provide weekly coaching, audits, and attendance insights.
• Present Team Performance to Clients as needed.
• Address attendance and attrition; build employee morale.
• Organize team engagement activities and site participation.

Skills

Team leadership

Customer service

People management

Conflict resolution

Coaching

Performance metrics

Proactive communication

Job description

Sutherland is seeking an organized and goal-oriented Team Manager to lead a 10-15 member customer service team in a Telco environment onsite in Tarlac. You will coach, monitor performance, and drive improvements in CX metrics.

The ideal candidate has at least 2 years of team leadership, strong people management and conflict-resolution skills, and a proactive, trust-building approach. You will collaborate with Operations and participate in morale-boosting activities.