Team Manager - Travel

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

Job summary

Sutherland Global is seeking a Team Manager in Mabalacat, Philippines to lead a team of customer service professionals for a global travel account. The role focuses on driving team performance, coaching and developing talent, and ensuring operational excellence.

Ideal candidates will have 2–4 years in a leadership role within the BPO sector, strong analytical skills, and a passion for customer experience. The position promises a dynamic environment committed to team development and continuous improvement.

Qualifications

• 2–4 years of experience in a Team Leader/Manager role, preferably in BPO/Contact Center.
• Experience in Travel, Hospitality, or Customer Service accounts is an advantage.
• Strong understanding of contact center metrics and operations.

Responsibilities

• Lead a team to meet and exceed KPIs.
• Provide consistent feedback and coaching sessions.
• Analyze reports and implement data-driven strategies.
• Build strong client relationships.
• Manage attendance and foster a positive team culture.

Skills

Strong analytical and problem-solving skills

Excellent communication (written & verbal)

Proficiency in MS Office (Excel, Word, PowerPoint)

Strong coaching and mentoring skills

Ability to thrive in a fast-paced, dynamic environment

Job description

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

Skills & Competencies:

• Strong analytical and problem-solving skills
• Excellent communication (written & verbal)
• 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