Team Manager – Travel Account

apartmentSutherland placeMabalacat scheduleFull-time calendar_month4/30/26

Company Description:

Join Sutherland – Where People + AI Drive Exceptional Experiences

At Sutherland, we don’t just support businesses—we transform them. By combining human expertise with cutting-edge technologies like AI, automation, and advanced analytics, we help some of the world’s most iconic brands deliver exceptional customer experiences.

Be part of a company that values innovation, leadership, and career growth—and take the next step in your leadership journey in the exciting Travel & Hospitality space.

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
FY25 PDP score of 4 or 5

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