Team Manager

2 weeks ago

Carmona, Calabarzon, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per year

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
Team Managers in this role get to:
Impact the business
: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition.

Manage administrative responsibilities:
Such as attendance tracking, queue administration, and corrective delivery.

Influence the lives of others:
Develop, train, and manage team members.

Strengthen relationships:
Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.

Keep morale high:
Ensure motivational programs are in place and encourage frequent recognitions.

Impact the bottom line:
Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.

Define Sutherland's reputation:
Oversee and manage performance and service quality to guarantee customer satisfaction.

Keep leaders informed:
Relay important information in the form of timely and accurate reports.

Qualifications
Our most successful candidates will have:

  • A Bachelor's degree or Associate Degree is preferred but not required.
  • Experience in managing a team of 18 to 20 associates.
  • Experience and first-hand knowledge in a Telco environment and customer service line of business.
  • Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues.
  • Strong customer orientation when managing communications and issues.
  • The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
  • Knowledge of metrics, their measurements, thresholds, targets, and process owners.
  • A proactive attitude towards developing trust and professional rapport with employees and team members; the ability to be a team player.

Internal:

  • FY25 PDP Rating of Exceeds Expectations or Outstanding
  • No active DA
  • Tenure of 18 mos

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

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