Junior Team Lead

MicroSourcing; Manila; Remote; PHP 350,000 - 550,000; Full time

Benefits offered by this job

Healthcare day one

Dependent coverage

Paid time-off cash</name>

Life insurance

Performance bonus

Job summary

MicroSourcing in Metro Manila is seeking a Junior Team Lead to help manage multi-channel support operations from home, with shifting hours. You will lead a small team, coach agents, and ensure quality and efficiency across queues.

The role emphasizes collaboration, escalation control, and adherence to SLAs, with focus on training, performance metrics, and customer experience. WFM and team leadership experience are required.

Qualifications

• Experience in Work Force Management (WFM) including monitoring, analysis and forecast planning.
• Previous team leader experience required.

Responsibilities

• Facilitate bi-weekly coaching sessions for support specialists.
• Diagnose team knowledge gaps via ticket audits.
• Design and deliver interactive training and refresher sessions.
• Monitor daily queue volume, output trends and key efficiency metrics to safeguard SLA performance.
• Synthesize team performance data to inform the Team Lead on health, risks and workflow improvements.

Skills

WFM experience

Team Leader experience

Job description

Discover your 100% YOU with MicroSourcing!

Position:

Junior Team Lead

Location:

Metro Manila

Work setup & shift:

Work From Home | Shifting

Why join MicroSourcing?

You’ll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Team Enablement & Quality Assurance

• Facilitate bi-weekly coaching sessions for support specialists.
• Diagnose team knowledge gaps via systematic ticket audits.
• Champion operational consistency by designing and delivering interactive training and refresher sessions.
• Safeguard SLA performance by continuously monitoring daily queue volume, output trends, and key efficiency metrics.
• Synthesize team performance data to keep the Team Lead informed on operational health, risk factors, and workflow improvements.

Multi-Channel Customer Ownership

• Manage inbound phone, live chat, and email enquiries from first contact through resolution or structured escalation.
• Apply policy confidently and explain decisions clearly without reliance on scripts.
• Maintain control of complex or emotionally charged conversations.
• Ensure consistent service quality across all communication channels.

Collaboration & Escalation

• Exercise sound judgement on resolution versus escalation.
• Escalate complex, sensitive, or out-of-scope cases appropriately.
• Protect compliance and regulatory standards in all interactions.

Qualifications

• WFM (Work Force Management) experience (monitoring, analyzing, and forecast planning)
• Team Leader experience

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply