Team Manager | Telco

Sutherland; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sutherland is seeking an organized and goal-oriented Team Manager to lead a 10-15 member customer service team in a Telco environment onsite in Tarlac. You will coach, monitor performance, and drive improvements in CX metrics.

The ideal candidate has at least 2 years of team leadership, strong people management and conflict-resolution skills, and a proactive, trust-building approach. You will collaborate with Operations and participate in morale-boosting activities.

Qualifications

• Two years of Team Leader experience managing 10–15 associates.
• Experience in a Telco environment as a customer service line of business.
• Strong customer-orientation when managing communications and issues.
• High-level people management skills with mentoring and training abilities.
• Knowledge of metrics, thresholds, targets and process owners.
• Pro-active attitude toward building trust with employees and teams.
• Amenable working onsite in Tarlac.

Responsibilities

• Improve team performance on CX metrics through coaching and action plans.
• Provide weekly coaching, audits, and attendance insights.
• Present Team Performance to Clients as needed.
• Address attendance and attrition; build employee morale.
• Organize team engagement activities and site participation.

Skills

Team leadership

Customer service

People management

Conflict resolution

Coaching

Performance metrics

Proactive communication

Job description

Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager. We are a group of driven and supportive 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!

Job Description

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:
  • i. Accomplish weekly deliverables, such as:
    • Coaching compliance inclusive of RCAs and action Plans.
    • Weekly Audit requirement and call scrubbings.
    • Team attendance infractions insights thru internal Sutherland attendance tool.
  • ii. Provide ideas that can help the client improve their product, business, processes and/or policies.
  • iii. Present Team Performance to Clients in as needed basis.
• Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale.
  • i. Set up accountability discussions on attendance and performance challenges.
  • ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews.
  • iii. Keep employees in the loop for any internal and external updates.
    • Have Team participate on Site and Program employee engagement activities.
  • iv. Come up with Team level mini engagement activities to hype morale.

Qualifications

Our most successful candidates will have:

• At least two years of Team Leader experience managing a team of 10 to 15 associates.
• Experience and first-hand knowledge in aTelco environment as a customer service line of business.
• Strong customer-orientation when managing communications and issues.
• People management expert: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale boosting exercises.
• 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.
• Amenable working onsite in Tarlac.

Internal:

• Must have FY26 PDP rating of Exceeds(4) Expectations or Outstanding(5)
• Tenure of at least 18 months
• No Active DA

Additional Information

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