Team Leader, Telco & Tech Customer Service

Sutherland; Angeles; Presencial; PHP 420.000 - 660.000; Jornada completa

Descripción de la vacante

Sutherland in Clark, Pampanga is seeking a leadership-oriented Team Leader to guide a group of associates in a dynamic, customer-focused environment. You will drive performance metrics, manage attendance and queue operations, and mentor team members to deliver exceptional service.

The role emphasizes people development, client coordination, and maintaining high morale while delivering data-driven insights to improve processes and client satisfaction. Onsite work is required at Clark, Pampanga.

Formación

• Experience leading a team of 18–20 associates.
• Telco/tech/sales customer service background.
• Strong customer orientation.
• People management and conflict resolution skills.
• Knowledge of metrics, thresholds, targets and process owners.
• Proactive in building trust and rapport with the team.
• Willing to work onsite in Clark, Pampanga.

Responsabilidades

• 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 solid data reports and analysis to inform strategies.
• Define Sutherland's reputation: oversee performance and service quality to guarantee customer satisfaction.
• Keep leaders informed: relay important information through timely and accurate reports.

Conocimientos

Team management

Customer service leadership

Metrics & targets

People management

Descripción del empleo

Sutherland in Clark, Pampanga is seeking a leadership-oriented Team Leader to guide a group of associates in a dynamic, customer-focused environment. You will drive performance metrics, manage attendance and queue operations, and mentor team members to deliver exceptional service.

The role emphasizes people development, client coordination, and maintaining high morale while delivering data-driven insights to improve processes and client satisfaction. Onsite work is required at Clark, Pampanga.