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. Associate Managers in this role drive results, manage administrative responsibilities, develop and train team members, strengthen relationships with clients and team members, keep morale high, impact the bottom line through data-based strategies, oversee service quality, and keep leaders informed.

Responsibilities

Drive 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; Develop, train, and manage team members; Establish and maintain communication with clients and/or team members, understand needs, resolve issues, and meet expectations; Ensure motivational programs are in place and encourage frequent recognitions; Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations; Oversee and manage performance and service quality to guarantee customer satisfaction; Relay important information in the form of timely and accurate reports to leaders

Requirements

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; 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; Pro-active attitude towards developing trust and professional rapport with employees and team members; Ability to be a team-player; Amenable to working onsite in Clark, Pampanga

Nice to have

Telco experience (Tech/Customer service); 2-year tenure at least