Opportunity at
SutherlandTeam Manager | Telco
Sutherland is hiring a Team Manager | Telco to oversee team performance and support employee engagement for telecommunications accounts. In this role, the manager will track…
Career Tools
About This Role
Sutherland is hiring a Team Manager | Telco to oversee team performance and support employee engagement for telecommunications accounts. In this role, the manager will track customer experience metrics, conduct coaching sessions, and communicate updates to clients and staff. This position requires working on-site in Tarlac and involves managing absenteeism, tracking performance variations, and organizing engagement activities to boost morale. It suits professionals with direct experience leading teams in a…
Job Description
Sutherland is hiring a Team Manager | Telco to oversee team performance and support employee engagement for telecommunications accounts. In this role, the manager will track customer experience metrics, conduct coaching sessions, and communicate updates to clients and staff.
This position requires working on-site in Tarlac and involves managing absenteeism, tracking performance variations, and organizing engagement activities to boost morale. It suits professionals with direct experience leading teams in a telecommunications customer service environment.
Responsibilities
- Enhance team performance on customer experience metrics including resolution and CSAT through call listening and behavioral coaching
- Complete weekly deliverables such as coaching compliance, Root Cause Analyses, action plans, weekly audits, and call scrubbings
- Analyze team attendance infractions using internal tracking tools
- Contribute ideas to help clients improve products, business processes, and policies
- Present team performance reports to clients as needed
- Manage employee attendance and attrition through relationship building and accountability discussions
- Partner with the Operations Manager on stay interviews and report retention risks
- Inform employees of internal and external updates
- Organize team-level mini engagement events and involve the team in site and program activities
Requirements
- At least two years of experience as a Team Leader supervising a group of 10 to 15 associates
- First-hand operational knowledge within a telco customer service line of business
- Willingness to work on-site in Tarlac
- For internal applicants, a FY26 PDP rating of Exceeds Expectations or Outstanding, a tenure of at least 18 months, and no active disciplinary action
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location of this role?
The position requires working on-site in Tarlac.
What experience is required for the Team Manager role?
Candidates must have a minimum of two years of Team Leader experience overseeing 10 to 15 associates, along with first-hand knowledge of a telco customer service environment.
Is salary information provided in the posting?
The job posting does not specify a salary.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.