Customer Service Team Lead - Drive Impact & Growth (Onsite)

MicroSourcing International; Cagayan de Oro; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Healthcare coverage day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing is seeking a Team Leader - Customer Service Representative at the onsite SM CDO location in Cagayan De Oro. You will lead a customer-service team, monitor metrics, and drive performance through coaching and data-driven decisions.

The role emphasizes end-to-end leadership responsibilities, workforce collaboration, and ongoing process improvements within a dynamic, inclusive environment.

Qualifications

• Experience managing and motivating teams in fast-paced environments.
• Deep understanding of KPIs and SLAs.
• Ability to translate spreadsheet data into action plans.

Responsibilities

• Set goals and monitor team data to ensure targets are met.
• Spot trends in customer calls and identify root causes to reduce volume.
• Lead hiring, coaching, weekly performance reviews, and promotions.
• Collaborate with Workforce Management to optimize staffing levels.
• Propose efficiency improvements and pitch ideas to leadership.

Skills

Team leadership

KPIs & SLAs

Coaching & feedback

BI tools

Workforce planning

Leadership promotion

Data storytelling

Tools

BI tools

Job description

MicroSourcing is seeking a Team Leader - Customer Service Representative at the onsite SM CDO location in Cagayan De Oro. You will lead a customer-service team, monitor metrics, and drive performance through coaching and data-driven decisions.

The role emphasizes end-to-end leadership responsibilities, workforce collaboration, and ongoing process improvements within a dynamic, inclusive environment.