Team Manager - Telco

About the role

Sutherland is looking for an organized, goal-oriented Team Manager for its Telco business in Carmona. The role combines driving performance results with managing a team of around 18 to 20 associates, keeping morale high and maintaining strong client and team relationships.

Key responsibilities

• Drive results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition.
• Handle administrative tasks such as attendance tracking, queue administration and corrective delivery.
• Develop, train and manage team members.
• Maintain communication with clients and team members, understand their needs, resolve issues and meet expectations.
• Ensure motivational programs are in place and encourage frequent recognition.
• Build effective strategies based on accurate data reports, analysis and observations.
• Oversee performance and service quality to guarantee customer satisfaction.
• Share timely and accurate reports with leaders.

Required profile

• Bachelor's or Associate degree preferred but not required.
• Experience managing a team of 18 to 20 associates.
• First-hand knowledge of a tech or telco environment on a customer service line of business.
• Demonstrated leadership skills and strong customer orientation.
• Ability to manage several schedules, meetings and initiatives at once.
• Internal requirement: FY26 PDP rating of Exceeds Expectations (4) or Outstanding (5), at least 18 months tenure, and no active disciplinary action.