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Full-time
Posted 53d ago
~40 hrs/week
Responsibilities
Lead and develop a team of customer service professionals to meet and exceed KPIs for a global travel account. Manage daily operations, analyze performance trends, and implement data-driven strategies to ensure operational excellence.
Requirements
Requires 2-4 years of experience in a Team Leader or Manager role, preferably within a BPO or contact center environment. Candidates should have strong analytical skills and experience handling travel or hospitality accounts.
Full job description
Company Description
About Sutherland:
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results
Job Description
What You’ll Do
As a Team Manager, you will lead, inspire, and develop a team of customer service professionals supporting a global travel account.
Key Responsibilities:
Drive Team Performance: Lead a team to meet and exceed KPIs (CSAT, AHT, SLA, Quality, Productivity)
Coach & Develop Talent: Provide consistent feedback, coaching sessions, and performance improvement plans
Deliver Business Results: Analyze reports, identify trends, and implement data-driven strategies
Client & Stakeholder Management: Build strong relationships and ensure alignment with client expectations
Operational Excellence:
Manage queues, workflows, and daily operations
Conduct root cause analysis (RCA) and implement corrective actions
Lead continuous improvement initiatives
People Management:
Manage attendance, attrition, and shrinkage targets
Foster a positive and engaging team culture
Qualifications
What We’re Looking For
Qualifications:
At least 2–4 years of experience in a Team Leader/Manager role (BPO/Contact Center preferred)
Experience handling Travel, Hospitality, or Customer Service accounts is an advantage
Strong understanding of contact center metrics and operations
Proven ability to lead teams and drive performance improvements
Skills & Competencies:
Strong analytical and problem-solving skills
Excellent communication (written & verbal)
Ability to thrive in a fast-paced, dynamic environment
Proficiency in MS Office (Excel, Word, PowerPoint)
Strong coaching, mentoring, and stakeholder management skills
Highly adaptable and results-driven
What Sets You Apart
Passion for customer experience and team development
Data-driven mindset with a focus on continuous improvement
Ability to influence, motivate, and inspire teams
Additional Information
Internal Qualifications:
Tenure of at least 12 months on current position
No DA for the past 6 months
Recent FY PDP score of 4 or 5
Related keywords
BPOContact CenterCSATAHTSLAKPIRoot Cause AnalysisTravel IndustryHospitalityPerformance Improvement PlanDigital TransformationCustomer ServicePeople ManagementMS ExcelMS PowerPointMS Word
We are a leading global business and digital transformation partner. We work with iconic brands worldwide.
Industry
IT Services and IT Consulting
Company size
10,001+ employees
Founded
1986
Headquarters
Pittsford (Rochester), NY
LinkedIn followers
1,300,528
Total funding
$330M
We are an AI-led digital transformation company delivering measurable business outcomes. We design, run, and automate the operations we transform — so our AI reaches production and keeps improving.
Offices: 1160 Pittsford-Victor Road, Pittsford (Rochester), NY 14534, US · Total Corporate Center, Triangle Drive cor. 10th Avenue, Bonifacio Triangle, Bonifacio Global City, Taguig, PH · Anillo Periférico, #301. Col. San Jemo, Monterrey, N.L, 64630, MX · Gateway office Parks,, A6, 6th Floor, A1, GF, 5th,6th & 7th , B2 block, # 16, GST Road, Perungalathur,, Chennai, TN 600063, IN · 500 Ouellette Avenue, Windsor, Ontario N9A1B3, CA
IT ServicesTechnologyHealthcareBanking and Financial ServicesInsuranceTravel & EntertainmentTelecomsoftware as a serviceGoogle CloudProcess Consulting
How many Hospitality jobs are open in Mabalacat, Philippines right now?
There are currently 47 open hospitality positions in Mabalacat, Philippines listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Hospitality roles in Mabalacat, Philippines?
Companies currently hiring include Chroma Hospitality, Inc., Marriott International Hotels, Inc., Sutherland, among others. Browse the listings above to see every active employer.
How do I apply for Hospitality jobs in Mabalacat, Philippines?
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