Team Performance Coach - CX & People Leader

Sutherland Company; Tarlac City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Sutherland is seeking a Team Manager to lead a customer service team and drive performance improvements across CX metrics. The role emphasizes coaching, attendance management, and engagement initiatives to sustain high morale and service quality.

Ideal candidates bring proven people leadership, experience in telco/tech/customer service programs, and a data-driven approach to managing performance and client relationships.

Qualifications

• 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: conflict resolution, mentoring and morale boosting.
• Knowledge of metrics, measurements, thresholds and targets.
• Pro-active attitude in building trust and rapport with employees and team members.

Responsibilities

• Manage team performance: coach, audit, and set action plans to improve CX metrics (Resolution and CSAT).
• Lead weekly deliverables: coaching compliance, RCA reports, call scrubs, attendance insights.
• Address attendance and attrition as a client advocate; drive employee morale and engagement.
• Coordinate team engagement activities and stay interviews as needed.

Skills

Team leadership

Telco/Tech support

Customer orientation

People management

Coaching

Metrics-driven

Job description

Sutherland is seeking a Team Manager to lead a customer service team and drive performance improvements across CX metrics. The role emphasizes coaching, attendance management, and engagement initiatives to sustain high morale and service quality.

Ideal candidates bring proven people leadership, experience in telco/tech/customer service programs, and a data-driven approach to managing performance and client relationships.