Team Manager - Streaming Services | Shaw

Mandaluyong City, NCR, ph March 19, 2026 Full Time

Lead High-Performing Teams

Oversee daily operations, ensuring KPIs such as CSAT, Quality, Productivity, Resolution Rate, and Attendance are consistently achieved.
Monitor performance metrics and initiate targeted coaching or corrective actions when needed.

Drive Operational Excellence

Analyze performance data to spot trends, identify root causes, and execute improvement strategies.
Collaborate with Ops Managers to refine processes, implement new initiatives, and support overall program objectives.

Develop & Inspire People

Coach and mentor Consultants while fostering a culture of accountability, teamwork, and continuous development.
Conduct performance reviews, manage PIPs, and create meaningful development plans for your team.

Build Strong Engagement & Retention

Promote a positive and energetic team environment that boosts morale and performance.
Effectively manage key people metrics such as attrition, absenteeism, and shrinkage.

Communicate & Collaborate Effectively

Serve as the bridge between your team and upper management, providing insights on customer trends, operational risks, and process gaps.
Maintain strong communication with cross-functional teams to support program success.

Champion Sutherland Values

Support and implement organizational initiatives within your team.
Uphold high standards of customer care and operational discipline in alignment with the streaming platform's expectations.

We’re looking for capable leaders who bring both people skills and operational expertise. You’ll excel in this role if you have:

Proven leadership experience in a BPO, customer service, technical support, or digital-support account (Team Lead or Manager level preferred)
Strong operational management background, including experience driving KPIs like CSAT, AHT, Quality, Productivity, and Attendance
Effective people-management skills, with experience in coaching, performance management, and conflict resolution
Exceptional communication skills (verbal and written), able to give clear direction and articulate insights to leadership
Analytical and data-driven mindset, capable of interpreting reports, identifying trends, and executing action plans
High adaptability in handling change, escalations, and fast-paced digital-support environments
Proficiency in MS Office tools (Excel, Word, PowerPoint) for reporting and presentations
Strong problem-solving and customer-obsession, ensuring excellent customer experience for streaming users
Collaborative leadership style, focused on trust-building and teamwork

Internal Qualifications: