Team Manager – Palayan

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About This Role

This full-time on-site team manager role at Sutherland in Palayan, Philippines, leads a customer service team supporting online gaming programs. The manager drives team results on performance, telephony and attendance metrics, handles queue administration and develops team members. The role includes night and shifting schedules.

Job Description

Responsibilities

• Drive results against performance, telephony, utilization, productivity, attendance and attrition goals.
• Handle attendance tracking, queue administration and corrective actions.
• Develop, train and manage team members and keep morale high through recognition programs.
• Oversee service quality and report accurate data to leaders.

Requirements

• Experience managing a team of 18 to 20 associates.
• Experience supporting online gaming programs or a similar customer service line of business.
• Demonstrated leadership in making improvements and resolving issues.

Qualifications

• A bachelor's degree or associate degree is preferred but not required.
• Knowledge of metrics, thresholds, targets and process owners.
• Ability to manage time and track several schedules, meetings and initiatives.

Core Skills

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