Team Manager | Customer Experience & People Leadership

Sutherland; Philippines; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Sutherland is seeking a Team Manager to lead a customer service team in Clark, Pampanga. The role focuses on coaching, performance management, and driving key metrics in a fast-paced BPO setting.

The ideal candidate will foster engagement, analyze performance data, and collaborate with leaders to enhance customer outcomes and employee growth. Onsite at Clark, Pampanga.

Qualifications

• 1-2 years of experience as a Team Leader, Team Manager, or equivalent leadership role in a BPO environment.

Responsibilities

• Lead, coach, and inspire a team to achieve and exceed customer experience metrics.
• Conduct coaching sessions, performance reviews, and action planning.
• Identify performance trends and implement targeted interventions for improvement.
• Transform data into actionable strategies for operational excellence.
• Present team performance results to stakeholders as needed.
• Champion employee engagement and retention initiatives.

Skills

Team leadership

Performance coaching

Stakeholder management

MS Office

Tools

Microsoft Office

Job description

Lead High-Performing Teams. Drive Customer Excellence. Grow Your Career with Sutherland.

At Sutherland, we believe great leaders create exceptional employee experiences that translate into outstanding customer outcomes. We are looking for a passionate, people-first Team Manager to join our growing team in Clark, Pampanga.

If you're a driven leader who thrives in a fast-paced environment, enjoys coaching teams to success, and is motivated by achieving business results while developing people, we'd love to hear from you.

Why Join Sutherland?

• Lead and develop a team of talented customer service professionals
• Make a direct impact on customer satisfaction and operational success
• Partner with clients and senior leaders to drive continuous improvement
• Be part of a culture that values collaboration, innovation, and employee growth
• Build a rewarding leadership career with a global organization

What You'll Do

Drive Team Performance

• Lead, coach, and inspire a team to achieve and exceed key customer experience metrics, including Resolution and CSAT.
• Conduct call listening sessions, performance reviews, behavioral coaching, and action planning to elevate individual and team performance.
• Identify performance trends and implement targeted interventions for improvement.
• Ensure completion of critical weekly deliverables, including:
• Coaching sessions with documented action plans and root cause analyses (RCAs)
• Quality audits and call scrubbing activities
• Attendance monitoring and performance insights
• Transform data into actionable strategies that drive operational excellence.
• Present team performance results and business insights to internal and client stakeholders when required.

Champion Employee Engagement & Retention

• Foster a positive, inclusive, and high-performing team culture.
• Build strong relationships with team members and proactively address barriers affecting attendance, productivity, and engagement.
• Conduct accountability and development discussions to support employee success.
• Partner with Operations Leaders on retention initiatives and stay interviews.
• Keep employees informed of organizational and client updates.
• Lead and support engagement activities that promote team morale and collaboration.
• Create innovative team-building initiatives that keep energy and motivation high.
• Identify opportunities to improve customer experience, processes, policies, and operational efficiency.
• Share recommendations and best practices that create value for both the business and our clients.
• Encourage a mindset of accountability, innovation, and continuous growth across the team.

What We're Looking For

Qualifications

• 1-2 years of experience as a Team Leader, Team Manager, or equivalent leadership role in a BPO environment
• Strong background in performance coaching and people management
• Proficiency in Microsoft Office applications
• Excellent communication, presentation, and stakeholder management skills
• Strong analytical and problem-solving abilities with the ability to interpret performance data and identify trends
• Proven ability to build trust, motivate teams, and drive engagement
• Comfortable working in a fast-paced, metrics-driven environment
• A collaborative leader with a passion for developing people and delivering results
• Amenable to working onsite in Clark, Pampanga

Ready to Lead the Next Winning Team?

If you're looking for an opportunity where you can make a real impact, develop future leaders, and drive customer success while advancing your own career,

Join us and be part of a team that delivers exceptional experiences every day.