Sutherland

1 month ago

Team Manager - Travel

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Lead and develop a team of customer service professionals supporting a global travel account. Drive KPIs (CSAT, AHT, SLA, Quality, Productivity), coach talent, analyze reports to implement data-driven improvements, manage client relationships, and optimize daily operations through RCA and continuous improvement in a fast-paced BPO environment.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Key Responsibilities

•Drive Team Performance: Lead a team to meet and exceed KPIs (CSAT, AHT, SLA, Quality, Productivity)
•Coach & Develop Talent: Provide consistent feedback, coaching sessions, and performance improvement plans
•Deliver Business Results: Analyze reports, identify trends, and implement data-driven strategies
•Client & Stakeholder Management: Build strong relationships and ensure alignment with client expectations
•Operational Excellence & People Management: Manage queues, workflows, RCA and continuous improvement; manage attendance, attrition and foster a positive team culture

Key Requirements

•2–4 years of experience in a Team Leader/Manager role (BPO/Contact Center preferred)
•Experience handling Travel, Hospitality, or Customer Service accounts
•Strong understanding of contact center metrics and operations
•Proven ability to lead teams and drive performance improvements
•Excellent communication, MS Office proficiency, and coaching/stakeholder management skills

Experience:2-4 yearsLeisure & TravelCustomer ServiceBPOContact Center

Skills:CommunicationLeadershipProblem-solvingStakeholder managementAnalytical thinking

Languages:English

Tech Stack:MS OfficeExcelPowerPointWord

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor

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Sutherland

1 month ago

Team Manager - Travel

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Key Responsibilities

•Drive Team Performance: Lead a team to meet and exceed KPIs (CSAT, AHT, SLA, Quality, Productivity)
•Coach & Develop Talent: Provide consistent feedback, coaching sessions, and performance improvement plans
•Deliver Business Results: Analyze reports, identify trends, and implement data-driven strategies
•Client & Stakeholder Management: Build strong relationships and ensure alignment with client expectations
•Operational Excellence & People Management: Manage queues, workflows, RCA and continuous improvement; manage attendance, attrition and foster a positive team culture

Key Requirements

•2–4 years of experience in a Team Leader/Manager role (BPO/Contact Center preferred)
•Experience handling Travel, Hospitality, or Customer Service accounts
•Strong understanding of contact center metrics and operations
•Proven ability to lead teams and drive performance improvements
•Excellent communication, MS Office proficiency, and coaching/stakeholder management skills

Experience:2-4 yearsLeisure & TravelCustomer ServiceBPOContact Center

Skills:CommunicationLeadershipProblem-solvingStakeholder managementAnalytical thinking

Languages:English

Tech Stack:MS OfficeExcelPowerPointWord

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor