Team Manager – Travel Account

Sutherland

Mabalacat City, Central Luzon, Philippines permanent

Posted: April 29, 2026

Job 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.

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

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

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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