Team Manager | Telco

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

Job summary

Sutherland Global is seeking a Team Manager to lead a customer service team in a Telco environment. The role focuses on improving CSAT and resolution metrics through coaching, audits, and actionable plans.

You will address attendance, engagement, and retention while representing the team in client discussions. The position requires onsite work in the Philippines (Tarlac) and a track record of mentoring teams to achieve performance targets.

Qualifications

• Two+ years of Team Leader experience managing 10–15 associates.
• Experience in a Telco customer service line of business required.
• Strong customer orientation in communications and issue handling.
• People management, mentoring, training, and morale boosting skills.
• Knowledge of metrics, thresholds, targets, and process owners.
• Pro-active in building trust and rapport with employees; team player.
• Onsite work in Tarlac.

Responsibilities

• Manage team performance to improve CX metrics (Resolution, CSAT) through coaching and action plans.
• Conduct weekly coaching, audits, and attendance insights.
• Provide ideas to improve client products, processes, or policies.
• Present team performance to clients as needed.
• Address attendance and attrition through engagement and accountability discussions.
• Coordinate site/program employee engagement activities.

Skills

Team leadership

Customer service focus

Performance coaching

Data-driven

Tools

Call center tools

Job description

Company 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.