Team Manager | Online Gaming Customer Support | Palayan

Sutherland; Palayan; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Sutherland in the Philippines invites a results-driven Team Manager to lead a fast-paced online gaming customer support team in Palayan. You will coach 18–20 associates, drive engagement, and ensure service excellence in a dynamic environment.

You will partner with internal stakeholders and client teams to optimize performance, monitor KPIs, and implement improvements. This onsite role requires night shifts and a passion for developing leaders within a global organization.

Qualifications

• Bachelor's Degree or Associate Degree preferred, but not required.
• Experience leading 18–20 associates in a contact center.
• Experience with online gaming or digital entertainment customer support.
• Strong leadership, coaching, and people-management skills.
• Ability to work onsite in Palayan and night shifts.

Responsibilities

• Coach, mentor, and inspire a team of 18-20 customer service professionals.
• Drive employee engagement, performance improvement, and career development.
• Monitor KPIs related to productivity, quality, customer satisfaction, attendance, and attrition.
• Collaborate with internal stakeholders and client partners to address business needs.
• Translate data into actionable insights and process improvements.

Skills

Team leadership

Coaching & development

People management

Operational excellence

Customer service

Education

Bachelor's/Associate degree preferred

Tools

Workforce management tools

CRM systems

Job description

Lead High-Performing Teams. Drive Exceptional Customer Experiences.

At Sutherland, we don't just manage customer interactions; we create experiences that drive business success. We're looking for a passionate, results-driven Team Manager to lead a team supporting a fast-paced online gaming account.

If you thrive in a dynamic environment, love developing people, and are energized by achieving operational excellence, this is your opportunity to make a significant impact while growing your leadership career with a global organization.

What You'll Do

Lead and Develop Talent

• Coach, mentor, and inspire a team of 18-20 customer service professionals.
• Drive employee engagement, performance improvement, and career development.
• Foster a culture of accountability, collaboration, and continuous learning.

Deliver Operational Excellence

• Achieve and exceed key performance indicators (KPIs) related to productivity, quality, customer satisfaction, attendance, and attrition.
• Monitor operational performance and implement action plans to drive results.
• Manage workforce and queue operations to ensure service level commitments are met.

Build Strong Partnerships

• Collaborate with internal stakeholders and client partners to address business needs and support strategic initiatives.
• Communicate effectively across teams, providing timely updates and actionable insights.

Drive Business Performance

• Analyze performance trends and translate data into effective business strategies.
• Identify opportunities for process improvements and operational efficiencies.
• Ensure consistent delivery of outstanding customer experiences and service quality.

Champion Employee Engagement

• Recognize and reward performance achievements.
• Create a motivating work environment that promotes team success and retention.

What We're Looking For

• Bachelor's Degree or Associate Degree preferred, but not required.
• Proven experience leading and developing teams of 18-20 associates in a customer service or contact center environment.
• Experience supporting online gaming, gaming operations, digital entertainment, or similar customer support programs.
• Strong leadership, coaching, and people-management skills.
• Demonstrated ability to drive performance metrics and operational results.
• Excellent stakeholder management and communication skills.
• Strong analytical and problem-solving capabilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Knowledge of contact center metrics, reporting, workforce management, and performance improvement methodologies.
• Positive, proactive, and collaborative leadership style.
• Willing to work onsite in Palayan and on night/shifting schedules.

Why Join Sutherland?

• Join a global leader in business and digital transformation.
• Lead a dynamic and growing online gaming support team.
• Make a meaningful impact on employee development and business performance.
• Work alongside passionate leaders in a collaborative environment.
• Enjoy opportunities for career growth, leadership development, and internal mobility.