Team Leader | Telco Account | Clark

Sutherland; Mabalacat; On-site; PHP 469,000 - 603,000; Full time

Job summary

Sutherland in the Philippines is seeking a leadership-oriented Team Leader to guide a group of 18–20 associates, drive performance, and ensure service quality.

You will manage attendance, queue administration, and coaching, while maintaining client relationships and delivering data-driven improvements.

Qualifications

• Experience in managing a team of 18 to 20 associates.
• Strong customer-orientation when managing communications and issues.
• People management expert with mentoring and training abilities.
• Knowledge of metrics, thresholds, targets and process owners.
• Pro-active attitude towards developing trust and rapport with employees and team members.

Responsibilities

• Impact the business by driving results aligned with goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition.
• Manage administrative responsibilities: attendance tracking, queue administration, and corrective delivery.
• Influence the lives of others: develop, train, and manage team members.
• Strengthen relationships: establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
• Keep morale high: ensure motivational programs are in place and recognize achievements.
• Impact the bottom line: produce data-driven strategies based on reports and analysis.
• Define Sutherland’s reputation: oversee performance and service quality to guarantee customer satisfaction.
• Keep leaders informed: relay important information in timely and accurate reports.

Skills

Team leadership

Coaching

Performance metrics

Customer service

Conflict resolution

Communication

Job description

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.

For Enterprises, these are key factors of success. For us, they're our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.

Sutherland

Digital Outcomes.

Job Description

Sutherland is seeking a leadership-oriented and self-motivated person to join us as a Team Leader.We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Associate Managers in this role get to:

• Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition.
• Manage administrative responsibilities:Such as attendance tracking, queue administration, and corrective delivery.
• Influence the lives of others:Develop, train, and manage team members.
• Strengthen relationships:Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
• Keep morale high:Ensure motivational programs are in place and encourage frequent recognitions.
• Impact the bottom line:Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
• Define Sutherland’s reputation:Oversee and manage performance and service quality to guarantee customer satisfaction.
• Keep leaders informed:Relay important information in the form of timely and accurate reports.

Qualifications

Our most successful candidates will have:

• Experience in managing a team of 18 to 20 associates.
• Experience and knowledge in supporting telco, tech and sales programs as a customer service line of business.Preferably with Telco experience (Tech/Customer service) & 2-year tenure at least.
• Strong customer-orientation when managing communications and issues.
• People management expert: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale boosting exercises.
• Knowledge of metrics, their measurements, thresholds, targets and process owners.
• A pro-active attitude towards developing trust and professional rapport with employees and team members; the ability to be a team-player.

Additional Information

All your information will be kept confidential according to EEO guidelines.

By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply