Sutherland

Team Manager Tech - Streaming

Mandaluyong City, NCR, Philippines · On-site · Full-time

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About the role

Description from the employer’s posting. Check the employer’s page for the current version.

EmployerSutherland
LocationMandaluyong City, NCR, Philippines
Work styleOn-site
Employment typeFull-time
Employer posted1 month ago

Job Summary

We are looking for a highly motivated and results-driven Team Manager to lead and develop a team of Customer Support Consultants supporting a Streaming campaign. In this role, you will be responsible for driving operational excellence, achieving key business metrics, fostering employee engagement, and delivering an outstanding customer experience. The ideal candidate is a strong people leader with a passion for coaching, performance management, and continuous improvement in a fast-paced digital environment.

Key Responsibilities:

Drive Business Performance

Lead a team of Consultants to consistently achieve and exceed key performance indicators (KPIs), including productivity, quality, customer satisfaction, attendance, and efficiency metrics.
Monitor daily, weekly, and monthly team performance, ensuring alignment with client and organizational goals.
Analyze operational data and trends to identify opportunities for performance improvement and implement action plans accordingly.
Ensure adherence to service level agreements (SLAs) and operational targets.

Show full description

People Leadership and Development

Provide ongoing coaching, mentoring, and performance feedback to team members to support their professional growth and development.
Conduct regular performance reviews, one-on-one sessions, and career development discussions.
Recognize and reward high performance while proactively addressing performance gaps through effective coaching and corrective action plans.
Foster a positive, inclusive, and high-performing team culture that encourages collaboration, accountability, and continuous learning.

Workforce and Team Management

Manage team attendance, attrition, shrinkage, scheduling adherence, and overall workforce productivity.
Support employee engagement initiatives that improve morale, retention, and team effectiveness.
Partner with Human Resources and Operations leadership on employee relations matters as needed.
Ensure team compliance with company policies, security standards, and client requirements.

Customer and Client Focus

Champion a customer-centric mindset by driving behaviors that enhance the overall customer experience.
Monitor customer trends, emerging issues, and user feedback to identify opportunities for process improvements.
Escalate critical customer concerns and collaborate with relevant stakeholders to ensure timely resolution.
Serve as a key liaison between frontline operations and leadership by providing actionable insights and recommendations.

Operational Excellence and Stakeholder Management

Prepare and present performance reports, business reviews, and operational updates to leadership.
Collaborate with cross-functional teams to implement process improvements and operational initiatives.
Support change management efforts and drive the successful rollout of new programs, tools, and workflows.
Lead and participate in special projects and organizational initiatives as assigned.

Required Qualifications

Proven leadership experience in a customer service, contact center, or business process outsourcing (BPO) environment.
Strong knowledge of people management, performance coaching, and employee development.
Advanced proficiency in Microsoft Office applications, particularly Excel and PowerPoint, for reporting, analysis, and presentations.
Strong analytical and problem-solving skills with the ability to interpret operational metrics and make data-driven decisions.
Excellent verbal and written communication skills with the ability to engage effectively across all organizational levels.
Strong organizational and planning skills, with the ability to manage multiple priorities in a fast-paced environment.
Ability to drive accountability, manage change, and lead teams through evolving business requirements.

Preferred Qualifications

Experience supporting digital-first industries such as media, entertainment, technology, or streaming platforms.
Familiarity with customer experience management, workforce management principles, and operational reporting.
Experience handling escalations, stakeholder management, and client-facing interactions.
Passion for music, digital entertainment, and emerging technology trends is a strong advantage.

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