Team Manager - Travel

Sutherland; Mabalacat; On-site; PHP 334,800 - 558,000; Full time

Job summary

Sutherland is seeking a Team Manager in Mabalacat, Philippines, who will lead and develop a team of customer service professionals for a global travel account. You will be responsible for driving team performance, coaching talent, and delivering business results through data analysis.

The ideal candidate will have 2–4 years of experience in a Team Leader or Manager role, preferably in a BPO or contact center environment. We seek someone with strong analytical skills and adaptability, who can thrive in a dynamic environment.

Qualifications

• 2–4 years of experience in a Team Leader/Manager role (BPO/Contact Center preferred).
• Experience with Travel, Hospitality, or Customer Service accounts is an advantage.
• Strong understanding of contact center metrics and operations.
• Proven ability to lead teams and drive performance improvements.
• Strong analytical and problem-solving skills.
• Ability to thrive in a fast-paced, dynamic environment.

Responsibilities

• Lead a team to meet and exceed KPIs (CSAT, AHT, SLA, Quality, Productivity).
• Provide consistent feedback, coaching sessions, and performance improvement plans.
• Analyze reports, identify trends, and implement data-driven strategies.
• Build strong relationships with clients and stakeholders.

Skills

Team leadership

Performance management

Analytical skills

Coaching and mentoring

Customer focus

Adaptability

Proficiency in MS Office

Job description

Sutherland

Job Description

What You’ll Do

As a Team Manager, you will lead, inspire, and develop a team of customer service professionals supporting a global travel account.

Key Responsibilities

• Drive Team Performance: Lead a team to meet and exceed KPIs (CSAT, AHT, SLA, Quality, Productivity)
• Coach & Develop Talent: Provide consistent feedback, coaching sessions, and performance improvement plans
• Deliver Business Results: Analyze reports, identify trends, and implement data‑driven strategies
• Client & Stakeholder Management: Build strong relationships and ensure alignment with client expectations
• Operational Excellence:
  • Manage queues, workflows, and daily operations
  • Conduct root cause analysis (RCA) and implement corrective actions
  • Lead continuous improvement initiatives
• People Management:
  • Manage attendance, attrition, and shrinkage targets
  • Foster a positive and engaging team culture

Qualifications

What We’re Looking For

Qualifications:

• At least 2–4 years of experience in a Team Leader/Manager role (BPO/Contact Center preferred)
• Experience handling Travel, Hospitality, or Customer Service accounts is an advantage
• Strong understanding of contact center metrics and operations
• Proven ability to lead teams and drive performance improvements
• Strong analytical and problem‑solving skills
• Ability to thrive in a fast‑paced, dynamic environment
• Proficiency in MS Office (Excel, Word, PowerPoint)
• Strong coaching, mentoring, and stakeholder management skills
• Highly adaptable and results‑driven

What Sets You Apart

• Passion for customer experience and team development
• Data‑driven mindset with a focus on continuous improvement
• Ability to influence, motivate, and inspire teams

Additional Information

Internal Qualifications:

• Tenure of at least 12 months on current position
• No DA for the past 6 months
• Recent FY PDP score of 4 or 5