Sutherland

Global BPO providing customer lifecycle management

Sales Team Manager

Customer SupportConfirmed live in the last 24 hours

Full-timeAngeles, Pampanga, PhilippinesNo salary listedIn-person

About the Job

Requirements

A minimum of 2 years of experience as a Team Manager.
A strong sales operations background with a proven track record of driving performance.
Expertise in coaching and developing agents to achieve sales and service goals.
Ability to manage teams in a high-pressure, target-driven environment.
Experience managing and delivering results across multiple key performance indicators, including productivity, quality, customer experience, and revenue or sales metrics.
Stakeholder management, leadership, and communication skills.

Responsibilities

Improve team performance on customer experience metrics, including resolution and customer satisfaction, through call listening, behavioral coaching, and effective action plans.
Address team-level performance variation through targeted coaching for outliers and participation in continuous improvement activities.
Complete weekly deliverables, including coaching compliance with root cause analyses and action plans, weekly audits and call scrubbings, and insights into team attendance infractions using the internal attendance tool.
Provide ideas to help the client improve its products, business, processes, or policies.
Present team performance to clients as needed.
Address team attendance and attrition through relationship building and removal of barriers affecting people metrics; improve employee morale.
Set up accountability discussions about attendance and performance challenges.
Report potential employee-retention red flags and partner with the Operations Manager on stay interviews.
Keep employees informed of internal and external updates.
Have the team participate in site and program employee engagement activities.
Create team-level mini engagement activities to improve morale.

Job Description

Company Description

Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

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 involving on Continuous Improvement activities
- i. 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
- ii. Provide ideas that can help the client improve their product, business, processes and/or policies
- iii. Present Team Performance to Clients in as needed basis
Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale
- i. Set up accountability discussions on attendance and performance challenges
- ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews
- iii. Keep employees in the loop for any internal and external updates
  - Have Team participate on Site and Program employee engagement activities
- iv. Come up with Team level mini engagement activities to hype moral

Qualifications

Preferred Candidate Profile:

Minimum 2 years of experience as a Team Manager
Strong sales operations background with a proven track record of driving performance
Demonstrated expertise in coaching and developing agents to achieve sales and service goals
Ability to effectively manage teams in a high-pressure, target-driven environment
Strong experience in managing and delivering results across multiple KPIs, including productivity, quality, customer experience, and revenue/sales metrics
Excellent stakeholder management, leadership, and communication skills

Additional Information

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

About the Company

Sutherland

Global BPO providing customer lifecycle management

Sutherland provides business process outsourcing that manages the entire customer lifecycle for clients, including customer support, sales, and related operations across multiple industries. It combines process consulting with outsourced delivery, using end-to-end services that mix human agents with digital tools such as AI and analytics across a global delivery network. It differentiates itself through long-term private ownership that supports steady growth and an integrated approach across technology, telecom, financial services, and healthcare. Its goal is to help clients improve the customer experience while lowering operating costs by outsourcing full lifecycle processes and advancing with digital capabilities.

Company size: 10,001+
Company stage: Private
Total funding: $30M
Headquarters: Town of Perinton, New York
Founded: 1986

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