Global Travel CX Team Leader

Sutherland; Mabalacat; On-site; PHP 334,800 - 558,000; Full time

Job summary

Sutherland is seeking a Team Manager in Mabalacat, Philippines, who will lead and develop a team of customer service professionals for a global travel account. You will be responsible for driving team performance, coaching talent, and delivering business results through data analysis.

The ideal candidate will have 2–4 years of experience in a Team Leader or Manager role, preferably in a BPO or contact center environment. We seek someone with strong analytical skills and adaptability, who can thrive in a dynamic environment.

Qualifications

• 2–4 years of experience in a Team Leader/Manager role (BPO/Contact Center preferred).
• Experience with Travel, Hospitality, or Customer Service accounts is an advantage.
• Strong understanding of contact center metrics and operations.
• Proven ability to lead teams and drive performance improvements.
• Strong analytical and problem-solving skills.
• Ability to thrive in a fast-paced, dynamic environment.

Responsibilities

• Lead a team to meet and exceed KPIs (CSAT, AHT, SLA, Quality, Productivity).
• Provide consistent feedback, coaching sessions, and performance improvement plans.
• Analyze reports, identify trends, and implement data-driven strategies.
• Build strong relationships with clients and stakeholders.

Skills

Team leadership

Performance management

Analytical skills

Coaching and mentoring

Customer focus

Adaptability

Proficiency in MS Office

Job description

Sutherland is seeking a Team Manager in Mabalacat, Philippines, who will lead and develop a team of customer service professionals for a global travel account. You will be responsible for driving team performance, coaching talent, and delivering business results through data analysis.

The ideal candidate will have 2–4 years of experience in a Team Leader or Manager role, preferably in a BPO or contact center environment. We seek someone with strong analytical skills and adaptability, who can thrive in a dynamic environment.