Team Manager | Telco

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

Lead a Telco customer service team by driving performance against telephony and operational metrics such as productivity, utilization, attendance, and attrition. Manage day-to-day administrative duties including attendance tracking and queue administration, while developing and training a team of 18–20 associates. Strengthen client and team relationships, resolve issues to meet expectations, and maintain service quality to ensure customer satisfaction. Provide timely reporting and strategies based on data and observations.

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FursaFursa
Sutherland
Sutherland
2 days ago

Team Manager | Telco

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Lead a Telco customer service team by driving performance against telephony and operational metrics such as productivity, utilization, attendance, and attrition. Manage day-to-day administrative duties including attendance tracking and queue administration, while developing and training a team of 18–20 associates. Strengthen client and team relationships, resolve issues to meet expectations, and maintain service quality to ensure customer satisfaction. Provide timely reporting and strategies based on data and observations.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Drive performance results aligned to business goals across performance metrics, telephony metrics, utilization, productivity, attendance, and attrition.
  • •Handle administrative responsibilities including attendance tracking, queue administration, and corrective delivery.
  • •Develop, train, and manage team members.
  • •Establish and maintain communication with clients and/or team members to understand needs, resolve issues, and meet expectations.
  • •Oversee performance and service quality to guarantee customer satisfaction while keeping leaders informed via timely reporting.

Key Requirements

  • •Manage a team of 18 to 20 associates.
  • •Have experience and first-hand knowledge in a Tech or Telco customer service environment.
  • •Demonstrate leadership skills to take the lead in improvements and resolving issues.
  • •Exhibit strong customer orientation when handling communications and issues.
  • •Efficiently manage time and multiple schedules, meetings, and initiatives while using performance metrics and targets.
Experience:TelecommunicationsCustomer serviceTech environment
Education:Bachelor's
Skills:LeadershipCustomer orientationTime managementCommunicationProblem-solving
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
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