Team Leader | Telco Account | Clark

Sutherland is seeking a leadership-oriented and self-motivated person to join us as a Team Leader. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Associate Managers in this role get to: Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition. Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery. Influence the lives of others: Develop, train, and manage team members. Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations. Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions. Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations. Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction. Keep leaders informed: Relay important information in the form of timely and accurate reports. Our most successful candidates will have: Experience in managing a team of 18 to 20 associates. Experience and knowledge in supporting telco, tech and sales programs as a customer service line of business. Preferably with Telco experience (Tech/Customer service) & 2-year tenure at least. Strong customer-orientation when managing communications and issues. People management expert: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale boosting exercises. Knowledge of metrics, their measurements, thresholds, targets and process owners. A pro-active attitude towards developing trust and professional rapport with employees and team members; the ability to be a team-player. Amenable working onsite in Clark, Pampanga. All your information will be kept confidential according to EEO guidelines.