Team Manager | Telco

Sutherland; Tarlac City; On-site; PHP 420,000 - 780,000; Full time

Job summary

PVH (Tommy Hilfiger/Calvin Klein) is seeking a Team Leader for Customer Experience operations in the Philippines. You will coach, monitor performance metrics (Resolution and CSAT), conduct call reviews, and drive continuous improvement with action plans and RCAs.

Responsibilities include coaching compliance, weekly audits, attendance insights, and engaging clients through collaborative problem solving. You will mentor associates, handle escalations, and support process enhancements to raise

Qualifications

• Bachelor's degree preferred but not required.
• Experience leading a team of associates.
• Experience and knowledge in supporting telco, tech and sales customer service programs.
• Strong customer-orientation when managing communications and issues.
• People management expert: mentoring, training, team morale boosting.
• Knowledge of metrics, their measurements, thresholds, targets and process owners.

Responsibilities

• Managing a team to improve CX metrics (Resolution and CSAT) through coaching, call listening, and action plans.
• Address attendance, attrition, and engagement through relationship building and stay interviews; report red flags.
• Engage with clients to share ideas for product, process, or policy improvements and present team performance as needed.

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 involve continuous improvement activities.
  • 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.
• Client Advocate: Address team attendance and attrition through relationship building and removing barriers that affect people metrics. Improve employee morale.
  • Set up accountability discussions on attendance and performance challenges.
  • Report potential red flag on employee retention and partner with Operations Manager on stay interviews.
  • Keep employees in the loop for any internal and external updates.
  • Have team participate on site and program employee engagement activities.
  • Come up with team-level mini engagement activities to hype morale.
• Client Engagement: Provide ideas that can help the client improve their product, business, processes, and/or policies. Present team performance to clients as needed basis.

Qualifications

• A Bachelor's degree or Associate Degree preferred but not required.
• Experience in managing a team of associates.
• Experience and knowledge in supporting telco, tech and sales programs 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.

Internal

• Must have FY25 PDP score of Exceed Most or Clearly Exceeds.
• Tenure of at least 18 months.
• No active NDA.

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