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SutherlandTeam Leader | Telco Account | Clark
Sutherland is hiring a Team Leader for a Telco Account located on-site in Clark, Pampanga. This role suits a self-motivated and leadership-oriented professional who wants to…
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About This Role
Sutherland is hiring a Team Leader for a Telco Account located on-site in Clark, Pampanga. This role suits a self-motivated and leadership-oriented professional who wants to build a fulfilling career in team management. As an Associate Manager, the individual chosen for this position will guide staff members, track administrative duties, and drive business results linked to specific performance, productivity, telephony, attendance, and attrition metrics. The person in this position will…
Job Description
Sutherland is hiring a Team Leader for a Telco Account located on-site in Clark, Pampanga. This role suits a self-motivated and leadership-oriented professional who wants to build a fulfilling career in team management. As an Associate Manager, the individual chosen for this position will guide staff members, track administrative duties, and drive business results linked to specific performance, productivity, telephony, attendance, and attrition metrics.
The person in this position will be responsible for developing talent, maintaining communication with clients and staff, managing service quality to ensure customer satisfaction, and implementing motivational initiatives to keep team morale high. Furthermore, the role involves analyzing data reports, handling corrective delivery, and reporting timely information to upper management.
Responsibilities
- Drive results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance, and attrition
- Manage administrative responsibilities including attendance tracking, queue administration, and corrective delivery
- Develop, train, and manage team members
- Establish and maintain communication with clients and team members to resolve issues and meet expectations
- Implement motivational programs and encourage frequent recognitions to keep morale high
- Produce strategies based on data reports, analysis, and observations
- Oversee and manage performance and service quality to guarantee customer satisfaction
- Relay important information through timely and accurate reports
Requirements
- Manage a team of 18 to 20 associates
- Support telco, tech, and sales programs as a customer service line of business
- Possess a pro-active attitude toward developing trust and professional rapport
- Work on-site in Clark, Pampanga
Qualifications
- Telco experience in technical or customer service
- At least 2 years of tenure
- Strong customer-orientation in communications and issue management
- Advanced people management and conflict resolution skills
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What are the location and work arrangements for this role?
This position requires working on-site in Clark, Pampanga.
What experience is required for the Team Leader position?
Candidates must have experience managing a team of 18 to 20 associates and supporting telco, tech, and sales programs in a customer service environment. The posting also prefers telco experience and a minimum of 2 years of tenure.
What salary and benefits are provided?
The job posting does not specify the salary or benefits offered for this role.
Sample Interview Questions
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