Team Leader - People & Performance

Sutherland Company; Masamat; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Sutherland in Clark, Pampanga is seeking a leadership-oriented Team Leader to guide a team of 18–20 associates in a fast-paced customer service environment. You will influence performance, training, and relationships with clients and team members.

The role emphasizes mentoring, proactive communication, and data-driven decisions to improve metrics, morale, and service quality. Onsite position in Clark, Pampanga.

Qualifications

• Experience leading a team of 18–20 associates.
• Strong customer orientation in telco/tech/sales-based CS.
• People management skills, mentoring, and team-building abilities.

Responsibilities

• Drive results aligned with performance metrics, utilization, attendance and attrition.
• Manage administrative tasks like attendance tracking and queue administration.
• Develop, train, and manage team members.
• Establish and maintain client and team communications; resolve issues.
• Maintain morale with recognition programs.
• Use data reports and analysis to guide strategies and decisions.
• Oversee performance and service quality to ensure customer satisfaction.
• Keep leaders informed with timely, accurate reports.

Skills

Team leadership

Customer service

Mentoring

Communication

People management

Conflict resolution

Data reporting

Job description

Sutherland in Clark, Pampanga is seeking a leadership-oriented Team Leader to guide a team of 18–20 associates in a fast-paced customer service environment. You will influence performance, training, and relationships with clients and team members.

The role emphasizes mentoring, proactive communication, and data-driven decisions to improve metrics, morale, and service quality. Onsite position in Clark, Pampanga.