Team Leader | Telco Account | Clark

Sutherland; Philippines; Presencial; PHP 446.000 - 725.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Team leadership

Customer focus

People management

Conflict resolution

Communication

Descripción del empleo

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.
• Amenable working onsite in Clark, Pampanga.

Additional Information

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