| Job Title | Team Manager | Telco |
| Job ID | REF39466Y |
| Contract Type | Brick and Mortar |
| Location | Carmona, Cavite |
| Date Published | 02-10-2026 |
| Company | Sutherland |
| Industry / Domain | Telecom (Telco) – Customer Service |
| Role Summary | Lead and manage a team of associates to drive performance metrics, service quality, and customer satisfaction in a Telco environment |
| Team Size Managed | 18–20 Associates |
| Business Impact | Drive performance metrics, telephony metrics, utilization, productivity, attendance, and attrition targets |
| Administrative Responsibilities | Attendance tracking, queue administration, corrective action delivery |
| People Management | Develop, train, coach, and manage team members; maintain team morale; implement motivational and recognition programs |
| Client & Stakeholder Management | Maintain communication with clients and team members; resolve issues; meet expectations |
| Strategic Contribution | Create strategies using data analysis and reporting to improve performance and results |
| Reporting | Provide timely and accurate reports to leadership |
| Service Quality | Oversee and manage performance standards to ensure customer satisfaction |
| Education Requirement | Bachelor’s Degree or Associate Degree (Preferred, not mandatory) |
| Required Experience | Experience managing 18–20 associates; prior experience in Tech or Telco customer service environment |
| Leadership Requirements | Demonstrated leadership skills; ability to resolve issues and drive improvements |
| Key Competencies | Customer orientation, time management, metric analysis, process understanding, relationship building |
| Internal Eligibility (if applicable) | FY25 PDP rating: Exceeds Expectations (4) or Outstanding (5); Minimum 18 months tenure; No active DA |
| Confidentiality Note | Information handled per EEO guidelines |
