Team Performance Coach – Customer Experience Leader

Sutherland Global; 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

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.