Associate Manager – Team Manager
Sutherland
full-time
Posted on:
Location Type: Remote
Location: Philippines
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About the role
- Manage daily operations of 18+ Level 1 voice agents
- Conduct regular coaching, performance reviews, and corrective actions
- Monitor and act on KPIs including AHT, QA, CSAT/NPS, Attendance, and Adherence
- Handle live customer escalations and ensure effective de-escalation
- Support agents with basic telco and device troubleshooting guidance
- Ensure compliance with quality, security, and client requirements
- Communicate operational risks and performance trends to leadership
Requirements
- 2+ years’ experience as Team Lead or Associate Manager in a voice-based contact center
- Prior exposure to telco, technical support, or customer service programs
- Experience handling live voice escalations
- Strong understanding of contact center KPIs and daily operations
- Excellent spoken and written English
Benefits
- Health insurance
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
KPI monitoringperformance reviewscustomer escalation handlingtelco troubleshootingquality compliancesecurity compliance
Soft Skills
coachingcommunicationleadershipproblem-solving