Team Manager – Palayan

Sutherland; Palayan; On-site; PHP 550,000 - 750,000; Full time

Job summary

Sutherland in Palayan, Philippines, is seeking a leadership-oriented Team Manager to guide a 18–20 member customer service team on night shifts onsite.

You will drive performance metrics, manage attendance and coaching, build client relationships, and report on data-driven results to sustain quality and customer satisfaction. A Bachelor's or Associate degree is preferred; strong leadership and time-management skills are essential. Experience with online gaming programs is a plus.

Qualifications

• Experience leading a team of 18–20 associates.
• Strong customer-orientation when managing communications and issues.
• Ability to manage multiple schedules, meetings, and initiatives.

Responsibilities

• Impact the business by driving results aligned with goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition.
• Manage administrative responsibilities such as attendance tracking and queue administration.
• Influence the lives of others by developing, training, and managing team members.

Skills

Leadership

Team management

Customer service

Communication

Time management

Performance metrics

Education

Bachelor’s degree or Associate degree preferred

Job description

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.

Job Description

Sutherland is seeking a leadership-oriented and self-motivated person to join us as a Team Manager.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!

Responsibilities:

• 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 recognition.
• 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

• A Bachelor’s degree or Associate Degree preferred but not required.
• Experience in managing a team of 18 to 20 associates.
• Experience and knowledge in supporting online gaming programs ( or same nature) as a customer service line of business.
• Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues.
• Strong customer-orientation when managing communications and issues.
• The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
• 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.
• Willing to work onsite in Palayan, with night/shifting schedules.

Additional Information

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

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