Team Manager | Customer Experience & People Leadership

Lead High-Performing Teams. Drive Customer Excellence. Grow Your Career with Sutherland.At Sutherland, we believe great leaders create exceptional employee experiences that translate into outstanding customer outcomes. We are looking for a passionate, people-first Team Manager to join our growing team in Clark, Pampanga.If you're a driven leader who thrives in a fast-paced environment, enjoys coaching teams to success, and is motivated by achieving business results while developing people, we'd love to hear from you.Why Join Sutherland? ✅ Lead and develop a team of talented customer service professionals ✅ Make a direct impact on customer satisfaction and operational success ✅ Partner with clients and senior leaders to drive continuous improvement ✅ Be part of a culture that values collaboration, innovation, and employee growth ✅ Build a rewarding leadership career with a global organizationWhat You'll DoDrive Team PerformanceLead, coach, and inspire a team to achieve and exceed key customer experience metrics, including Resolution and CSAT.Conduct call listening sessions, performance reviews, behavioral coaching, and action planning to elevate individual and team performance.Identify performance trends and implement targeted interventions for improvement.Ensure completion of critical weekly deliverables, including: Coaching sessions with documented action plans and root cause analyses (RCAs)Quality audits and call scrubbing activitiesAttendance monitoring and performance insightsTransform data into actionable strategies that drive operational excellence.Present team performance results and business insights to internal and client stakeholders when required.Champion Employee Engagement & RetentionFoster a positive, inclusive, and high-performing team culture.Build strong relationships with team members and proactively address barriers affecting attendance, productivity, and engagement.Conduct accountability and development discussions to support employee success.Partner with Operations Leaders on retention initiatives and stay interviews.Keep employees informed of organizational and client updates.Lead and support engagement activities that promote team morale and collaboration.Create innovative team-building initiatives that keep energy and motivation high.Drive Continuous ImprovementIdentify opportunities to improve customer experience, processes, policies, and operational efficiency.Share recommendations and best practices that create value for both the business and our clients.Encourage a mindset of accountability, innovation, and continuous growth across the team.What We're Looking ForQualifications1-2 years of experience as a Team Leader, Team Manager, or equivalent leadership role in a BPO environmentStrong background in performance coaching and people managementProficiency in Microsoft Office applicationsExcellent communication, presentation, and stakeholder management skillsStrong analytical and problem-solving abilities with the ability to interpret performance data and identify trendsProven ability to build trust, motivate teams, and drive engagementComfortable working in a fast-paced, metrics-driven environmentA collaborative leader with a passion for developing people and delivering resultsAmenable to working onsite in Clark, PampangaReady to Lead the Next Winning Team?If you're looking for an opportunity where you can make a real impact, develop future leaders, and drive customer success while advancing your own career, apply today and grow with Sutherland.Join us and be part of a team that delivers exceptional experiences every day. 🚀