Team Manager, CX & Performance Coach

Sutherland; Mabalacat; On-site; PHP 420,000 - 620,000; Full time

Job summary

Sutherland is seeking an organized and goal-oriented Team Manager to join our Philippine operations. You will lead a team handling customer experience metrics, coaching, and action plans to improve performance and client outcomes.

Ideal candidates have 1–2 years of BPO Team Leader experience, proficiency in MS Office, and strong analytical and communication skills. This on-site role offers collaboration, growth, and exposure to enterprise customers.

Qualifications

• 1 to 2 years of experience as a Team Leader/Team Manager in a BPO setup.
• Be able to work in MS Office
• Be able to work in a fast-paced environment
• Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
• Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
• Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner

Responsibilities

• Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans.
• Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities.
• Provide ideas that can help the client improve their product, business, processes and/or policies
• Present Team Performance to Clients in as needed basis

Skills

Team leadership

MS Office

Analytical skills

Verbal and written communication

Fast-paced environment

Team-player

Tools

MS Office

Job description

Sutherland is seeking an organized and goal-oriented Team Manager to join our Philippine operations. You will lead a team handling customer experience metrics, coaching, and action plans to improve performance and client outcomes.

Ideal candidates have 1–2 years of BPO Team Leader experience, proficiency in MS Office, and strong analytical and communication skills. This on-site role offers collaboration, growth, and exposure to enterprise customers.