Sutherland

Global BPO providing customer lifecycle management

Team Manager - Telco

Customer SupportConfirmed live in the last 24 hours

Full-timeTarlac City, Tarlac, PhilippinesNo salary listedIn-person

About the Job

Requirements

Experience managing a team of associates.
Experience and knowledge supporting telecommunications, technology, and sales programs as a customer service line of business.
Strong customer orientation when managing communications and issues.
People management and conflict resolution skills, including mentoring and training, team building, and morale-boosting exercises.
Knowledge of metrics, their measurements, thresholds, targets, and process owners.
Ability to develop trust and professional rapport with employees and team members.

Responsibilities

Improve team performance on Customer Experience metrics, including Resolution and CSAT, 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 audit requirements and call scrubbings, and insights into team attendance infractions using the internal attendance tool.
Provide ideas to help the client improve its product, business, processes, or policies.
Present team performance to clients as needed.
Address team attendance and attrition through relationship building and removing barriers that affect people metrics, and improve employee morale.
Set up accountability discussions on 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.
Develop team-level mini engagement activities to boost morale.

Job Description

Responsibilities:

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 morale.

Qualifications

Our most successful candidates will have:

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: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale boosting exercises.
Knowledge of metrics, their measurements, thresholds, targets and process owners.
A pro-active attitude towards developing trust and professional rapport with employees and team members; the ability to be a team-player.

Internal:

Must have FY26 PDP score of Exceed Most or Cleary Exceeds
Tenure of at least 18 months
No Active NDA

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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