Customer Service Team Lead — Drive Performance & Growth

MicroSourcing; Cagayan de Oro; On-site; PHP 558,000 - 781,200; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Cagayan De Oro is seeking a Team Leader - Customer Service Representative to guide a fast-paced onsite support team. You will set performance targets, monitor dashboards, and coach agents to hit SLAs while delivering consistent service quality.

You will partner with Workforce Management to optimize staffing, analyze trends, and promote talent into leadership through regular reviews. This role offers a collaborative, inclusive culture with growth opportunities.

Qualifications

• Experience leading teams in fast-paced environments.
• Strong understanding of KPIs and SLAs and how to drive performance.
• Ability to translate data into actionable plans and feedback.

Responsibilities

• Set goals and monitor team data to ensure targets are met.
• Identify trends in calls and uncover root causes to reduce volume.
• Lead hiring, coaching, weekly reviews, and prepare for promotions.
• Collaborate with Workforce Management to ensure cost-effective staffing.

Skills

Team leadership

KPIs & SLAs

Data analysis

Tools

BI tools

Job description

MicroSourcing in Cagayan De Oro is seeking a Team Leader - Customer Service Representative to guide a fast-paced onsite support team. You will set performance targets, monitor dashboards, and coach agents to hit SLAs while delivering consistent service quality.

You will partner with Workforce Management to optimize staffing, analyze trends, and promote talent into leadership through regular reviews. This role offers a collaborative, inclusive culture with growth opportunities.