Onsite Night-Shift Team Leader — Lead & Elevate Agents

MicroSourcing International

Parañaque

On-site

PHP 670,000 - 1,004,000

Full time

47 hours ago

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Benefits offered by this job

Competitive compensation

Healthcare coverage from day one

Performance bonuses

Paid time-off with cash conversion

Job summary

MicroSourcing is seeking a Team Leader in Parañaque for onsite night-shift work at Harton Corporate Centre. Lead a team of 10-15 agents, coach for performance, and manage escalations while monitoring queues and schedules to keep operations running smoothly.

You will develop agents through regular coaching, deliver training, and drive process improvements, with strong emphasis on CSAT and SLA targets. This role requires flexible scheduling in a fast-paced environment and experience in a call

Qualifications

1+ years as lead, supervisor, or coach in a call center.
Excellent verbal and written communication.
Proficient in MS Office and CRM software.
Familiarity with CSAT, call handle times, and SLAs.
Able to work 40-50 hours per week in a fast-paced environment.

Responsibilities

Team coaching to meet performance targets and quality metrics.
Resolve high-level customer escalations and complex service issues.
Monitor real-time call volumes, chats, and schedules to ensure smooth operations.
Conduct regular 1-on-1s, monitor call quality, and deliver training.
Spot recurring issues and suggest improvements to management.
Track attendance and team metrics, maintain operational logs.