Streaming Support Team Lead — Customer Experience & Growth

Sutherland Global; Mandaluyong; On-site; PHP 893,000 - 1,562,000; Full time

Job summary

Sutherland is seeking a Team Manager to lead a streaming campaign's Customer Support Consultants and drive operational excellence. You will focus on KPIs, employee engagement, and delivering an outstanding customer experience in a fast-paced digital environment.

The successful candidate will excel in coaching, performance management, and continuous improvement, shaping a high-performing team and aligning with client goals.

Qualifications

• Proven leadership experience in a customer service, contact center, or BPO.
• Strong knowledge of people management, performance coaching, and employee development.
• Advanced proficiency with Microsoft Office, especially Excel and PowerPoint.
• Strong analytical and problem-solving skills for data-driven decisions.
• Excellent verbal and written communication across all levels.
• Strong organizational and planning abilities to manage multiple priorities.
• Ability to drive accountability and lead through change.

Responsibilities

• Lead a team of Consultants to achieve KPIs and provide exceptional service.
• Coach, mentor, and conduct performance reviews with team members.
• Manage attendance, scheduling, and productivity to meet targets.
• Collaborate with HR and Operations on employee relations and program changes.
• Present performance reports and insights to leadership and stakeholders.

Skills

Leadership experience

People management

Performance coaching

Analytical thinking

Communication

Organizational skills

Change management

Tools

Excel

PowerPoint

Job description

Sutherland is seeking a Team Manager to lead a streaming campaign's Customer Support Consultants and drive operational excellence. You will focus on KPIs, employee engagement, and delivering an outstanding customer experience in a fast-paced digital environment.

The successful candidate will excel in coaching, performance management, and continuous improvement, shaping a high-performing team and aligning with client goals.