Team Manager – Palayan

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Leadership","Customer orientation","Problem-solving","Time management","Teamwork"]

Lead a customer service team in Palayan by driving performance against key metrics such as telephony, utilization, productivity, attendance, and attrition. Manage operational admin work including attendance tracking and queue administration, and coach 18–20 associates to improve outcomes. Strengthen client/team relationships, resolve issues, maintain service quality, and deliver timely reporting to keep leaders informed. Ensure motivational programs are in place to sustain morale and recognition.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Sutherland
Sutherland
1 day ago

Team Manager – Palayan

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead a customer service team in Palayan by driving performance against key metrics such as telephony, utilization, productivity, attendance, and attrition. Manage operational admin work including attendance tracking and queue administration, and coach 18–20 associates to improve outcomes. Strengthen client/team relationships, resolve issues, maintain service quality, and deliver timely reporting to keep leaders informed. Ensure motivational programs are in place to sustain morale and recognition.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Drive business results aligned to performance metrics (telephony, utilization, productivity, attendance, attrition).
  • •Handle administrative responsibilities including attendance tracking, queue administration, and corrective delivery.
  • •Develop, train, and manage team members to improve performance.
  • •Establish and maintain communication with clients and/or team members, resolve issues, and meet expectations.
  • •Oversee service quality and performance to guarantee customer satisfaction, and provide timely reports to keep leaders informed.

Key Requirements

  • •Experience managing a team of 18 to 20 associates.
  • •Experience and knowledge supporting online gaming programs as a customer service line of business.
  • •Demonstrated leadership skills to lead improvements and resolve issues.
  • •Strong customer orientation for managing communications and issues.
  • •Proactive, team-player attitude with ability to manage multiple schedules and initiatives.
Experience:Customer serviceOnline gaming
Education:Bachelor's
Skills:LeadershipCustomer orientationProblem-solvingTime managementTeamwork
Languages:English

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