Job Description

Lead High-Performing Teams. Drive Exceptional Customer Experiences.

At Sutherland, we don't just manage customer interactions; we create experiences that drive business success. We're looking for a passionate, results-driven Team Manager to lead a team supporting a fast-paced online gaming account.

If you thrive in a dynamic environment, love developing people, and are energized by achieving operational excellence, this is your opportunity to make a significant impact while growing your leadership career with a global organization.

What You'll Do

Lead and Develop Talent

Coach, mentor, and inspire a team of 18-20 customer service professionals.
Drive employee engagement, performance improvement, and career development.
Foster a culture of accountability, collaboration, and continuous learning.

Deliver Operational Excellence

Achieve and exceed key performance indicators (KPIs) related to productivity, quality, customer satisfaction, attendance, and attrition.
Monitor operational performance and implement action plans to drive results.
Manage workforce and queue operations to ensure service level commitments are met.

Build Strong Partnerships

Collaborate with internal stakeholders and client partners to address business needs and support strategic initiatives.
Communicate effectively across teams, providing timely updates and actionable insights.

Drive Business Performance

Analyze performance trends and translate data into effective business strategies.
Identify opportunities for process improvements and operational efficiencies.
Ensure consistent delivery of outstanding customer experiences and service quality.

Champion Employee Engagement

Recognize and reward performance achievements.
Create a motivating work environment that promotes team success and retention.

What We're Looking For

Bachelor's Degree or Associate Degree preferred, but not required.
Proven experience leading and developing teams of 18-20 associates in a customer service or contact center environment.
Experience supporting online gaming, gaming operations, digital entertainment, or similar customer support programs.
Strong leadership, coaching, and people-management skills.
Demonstrated ability to drive performance metrics and operational results.
Excellent stakeholder management and communication skills.
Strong analytical and problem-solving capabilities.
Ability to manage multiple priorities in a fast-paced environment.
Knowledge of contact center metrics, reporting, workforce management, and performance improvement methodologies.
Positive, proactive, and collaborative leadership style.
Willing to work onsite in Palayan and on night/shifting schedules.

Why Join Sutherland

Join a global leader in business and digital transformation.
Lead a dynamic and growing online gaming support team.
Make a meaningful impact on employee development and business performance.
Work alongside passionate leaders in a collaborative environment.
Enjoy opportunities for career growth, leadership development, and internal mobility.