Team Leader - Customer Experience & People Development (Onsite)

Sutherland; Philippines; On-site; PHP 446,000 - 725,000; Full time

Job summary

Sutherland is seeking a leadership-oriented Team Leader to join our Clark, Pampanga operations. You will guide a team of 18–20 associates, drive performance metrics, and ensure superior customer service across telco and tech programs.

As a hands-on leader, you will manage attendance, queue administration, coaching, and client communications, while maintaining high morale and delivering data-driven insights.

Qualifications

• Experience managing a team of 18–20 associates.
• Experience and knowledge in telco/tech/sales customer service programs.
• 2+ years in relevant role; strong customer orientation and mentoring skills.
• Onsite work in Clark, Pampanga.

Responsibilities

• Drive performance metrics, telephony metrics, utilization, productivity and attrition.
• Manage attendance tracking, queue administration and corrective delivery.
• Develop, train and manage team members.
• Establish clear communication with clients and team; resolve issues.
• Maintain morale with recognition programs and team engagement.
• Provide data-driven insights to influence strategy and service quality.

Skills

Team leadership

Customer focus

People management

Conflict resolution

Communication

Job description

Sutherland is seeking a leadership-oriented Team Leader to join our Clark, Pampanga operations. You will guide a team of 18–20 associates, drive performance metrics, and ensure superior customer service across telco and tech programs.

As a hands-on leader, you will manage attendance, queue administration, coaching, and client communications, while maintaining high morale and delivering data-driven insights.