Team Manager Tech - Streaming

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["People leadership","Coaching","Performance management","Problem-solving","Communication","Organizational planning","Accountability","Change management"]

Lead and develop a team of Customer Support Consultants supporting a streaming campaign. Own operational excellence by driving KPI performance (productivity, quality, customer satisfaction, attendance, efficiency), ensuring SLA adherence, and using operational data to improve outcomes. Provide coaching, mentoring, and performance feedback through regular reviews and 1:1s. Manage workforce metrics and ensure policy, security, and client compliance, while escalating critical customer concerns and presenting business reviews to leadership.

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FursaFursa
Sutherland
Sutherland
1 day ago

Team Manager Tech - Streaming

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Last checked: 15 minutes agoStatus: Live

Job Summary

Lead and develop a team of Customer Support Consultants supporting a streaming campaign. Own operational excellence by driving KPI performance (productivity, quality, customer satisfaction, attendance, efficiency), ensuring SLA adherence, and using operational data to improve outcomes. Provide coaching, mentoring, and performance feedback through regular reviews and 1:1s. Manage workforce metrics and ensure policy, security, and client compliance, while escalating critical customer concerns and presenting business reviews to leadership.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead and coach a team of Customer Support Consultants to achieve and exceed KPI targets (productivity, quality, customer satisfaction, attendance, efficiency).
  • •Monitor daily/weekly/monthly performance and analyze operational trends to identify improvements and implement action plans.
  • •Ensure SLA adherence and operational targets, maintaining compliance with company policies, security standards, and client requirements.
  • •Manage workforce areas such as attendance, attrition, shrinkage, scheduling adherence, and workforce productivity; support employee engagement initiatives.
  • •Prepare and present performance reports and collaborate cross-functionally to drive process improvements, change management, and special projects.

Key Requirements

  • •Proven leadership experience in a customer service, contact center, or BPO environment.
  • •Strong knowledge of people management, performance coaching, and employee development.
  • •Advanced proficiency in Microsoft Office, particularly Excel and PowerPoint, for reporting, analysis, and presentations.
  • •Strong analytical and problem-solving skills using operational metrics to make data-driven decisions.
  • •Excellent verbal and written communication skills and strong organizational/planning abilities in a fast-paced environment.
Experience:BPOCustomer serviceContact center
Skills:People leadershipCoachingPerformance managementProblem-solvingCommunicationOrganizational planningAccountabilityChange management
Languages:English
Tech Stack:Microsoft OfficeExcelPowerPoint

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
Glassdoor: 3.5
WebsiteLinkedInGlassdoor