Team Manager Tech - Streaming

Location: Mandaluyong City, Philippines

Company

Digital engineering and business process outsourcing provider delivering AI, automation, cloud engineering, advanced analytics, and technology-enabled business solutions for global brands.

What you will do

• Lead a team of Customer Support Consultants supporting a streaming campaign and drive productivity, quality, customer satisfaction, attendance, and efficiency results.
• Monitor daily, weekly, and monthly performance, analyze operational trends, and implement improvement action plans.
• Coach, mentor, and develop team members through feedback, performance reviews, one-on-one sessions, and career discussions.
• Manage attendance, attrition, shrinkage, scheduling adherence, workforce productivity, and employee engagement.
• Handle customer trends, escalations, stakeholder coordination, and frontline-to-leadership communication.
• Prepare performance reports and business reviews while supporting process improvements, change initiatives, new tools, workflows, and special projects.

Requirements

• Leadership experience in customer service, contact center, or business process outsourcing environments.
• Strong knowledge of people management, performance coaching, employee development, and accountability management.
• Advanced proficiency in Microsoft Office, especially Excel and PowerPoint, for reporting, analysis, and presentations.
• Strong analytical, problem-solving, communication, organizational, and planning skills.
• Ability to manage multiple priorities, lead through changing business requirements, and ensure compliance with company, security, and client standards.

Nice to have

• Experience in media, entertainment, technology, or streaming platforms.
• Familiarity with customer experience management, workforce management, operational reporting, escalations, and client-facing work.
• Interest in music, digital entertainment, and emerging technology trends.

Culture & Benefits

• Fast-paced digital environment focused on operational excellence and continuous improvement.
• Collaborative work with Human Resources, Operations leadership, clients, and cross-functional stakeholders.
• Focus on employee engagement, professional development, recognition, and inclusive team culture.