Team Manager (Davao Site) — Sutherland Global Services Inc. — DAVAO
Operations : Supervises and coordinates the customer support service team Responsible for ensuring that the group achieves the Service Level Agreements via communication for requirements and regular feedback on performance of the consultants Ensure that the agents have knowledge, skills, and equipment required to carry out their function effectively and efficiently Ensures client satisfaction on quality/customer satisfaction and service levels Maintains line of communication with the client product teams Handles customer escalations Make sure that action plans are effectively carried out for performance improvement Analyze stats trends and formulate/implement action plans to ensure continuous improvement Generates statistics and reports required Handling everyday crisis (support tools/Telecoms downtime or any operation issue) Escalates business issues to Account Manager
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