Junior Team Lead - Remote Coaching & Growth

MicroSourcing; Manila; On-site; PHP 360,000 - 540,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent healthcare

Paid time off

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth

Inclusive culture

Job summary

MicroSourcing in Metro Manila is seeking a Junior Team Lead to oversee support specialists in a work-from-home, shifting environment. You will coach, monitor SLA metrics, and guide performance while handling multi-channel inquiries from first contact to resolution.

Join a team that values collaboration, flexibility, and continuous improvement, with opportunities for growth within a global offshoring leader.

Responsibilities

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

Job description

MicroSourcing in Metro Manila is seeking a Junior Team Lead to oversee support specialists in a work-from-home, shifting environment. You will coach, monitor SLA metrics, and guide performance while handling multi-channel inquiries from first contact to resolution.

Join a team that values collaboration, flexibility, and continuous improvement, with opportunities for growth within a global offshoring leader.