Streaming Support Team Lead — Data-Driven Coach

Sutherland; Mandaluyong; Hybrid; PHP 670,000 - 1,116,000; Full time

Job summary

Sutherland in the Philippines is seeking a motivated Team Manager to lead and develop a team of Customer Support Consultants supporting a Streaming campaign. You will drive operational excellence, hit KPIs, and foster employee engagement to deliver an outstanding customer experience.

The ideal candidate excels in people leadership, coaching, performance management, and continuous improvement within a fast-paced digital environment.

Qualifications

• Proven leadership experience in a customer service, contact center, or BPO environment.
• Strong knowledge of people management, performance coaching, and employee development.
• Advanced proficiency in Excel and PowerPoint for reporting, analysis, and presentations.
• Strong analytical and problem-solving skills with the ability to interpret operational metrics and make data-driven decisions.
• Excellent verbal and written communication skills with the ability to engage effectively across all organizational levels.
• Strong organizational and planning skills, with the ability to manage multiple priorities in a fast-paced environment.
• Ability to drive accountability, manage change, and lead teams through evolving business requirements.

Responsibilities

• Lead a team of Consultants to consistently achieve and exceed KPIs, including productivity, quality, customer satisfaction, attendance, and efficiency metrics.
• Monitor daily, weekly, and monthly team performance, ensuring alignment with client and organizational goals.
• Analyze operational data and trends to identify opportunities for performance improvement and implement action plans accordingly.
• Ensure adherence to SLAs and operational targets.
• Provide ongoing coaching, mentoring, and performance feedback to team members.
• Conduct regular performance reviews, one-on-one sessions, and career development discussions.
• Recognize and reward high performance while addressing performance gaps through coaching and action plans.
• Foster a positive, inclusive, and high-performing team culture.

Skills

Leadership

People management

Analytical skills

Communication

Organizational skills

Planning

Change management

Tools

Excel

PowerPoint

Job description

Sutherland in the Philippines is seeking a motivated Team Manager to lead and develop a team of Customer Support Consultants supporting a Streaming campaign. You will drive operational excellence, hit KPIs, and foster employee engagement to deliver an outstanding customer experience.

The ideal candidate excels in people leadership, coaching, performance management, and continuous improvement within a fast-paced digital environment.