Remote Team Leader: Coach & Optimize KPI Performance

MicroSourcing; Manila; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare coverage from day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Collaborative work environment

Flexible work arrangements

Career growth opportunities

Inclusive culture

Job summary

MicroSourcing is seeking a Team Leader for Metro Manila to lead a remote, shifting-shift team of support associates, driving performance against KPIs and SLAs.

You will coach staff, conduct regular performance reviews, and partner with Training, BI, and Workforce Planning to build quality tools and dashboards while implementing root-cause analysis to reduce volume and cost. This role emphasizes data-driven leadership and scalable process improvements.

Qualifications

• Proven experience leading teams and managing performance lifecycles.
• Deep understanding of contact-center metrics, real-time queue management, and intra-day dynamics.
• Ability to analyze data, identify trends, and perform root-cause analysis.
• Experience partnering cross-functionally with Training, BI, and Workforce Planning units.

Responsibilities

• Lead, coach, and manage a team of support associates to meet KPIs and SLAs.
• Conduct weekly or bi-weekly performance reviews and drive performance actions.
• Identify performance and content trends at the agent level and escalate systemic issues.
• Partner with Training and BI to build quality monitoring tools and dashboards.
• Develop RCA methodologies to reduce unnecessary volume.
• Collaborate with workforce planning to maximize agent occupancy and cost efficiency.
• Evaluate queue data and recommend staffing to meet service levels.
• Spearhead process-improvement initiatives through evaluations and system enhancements.

Skills

People management

SLA & queue mastery

Analytical problem solving

Strategic collaboration

Job description

MicroSourcing is seeking a Team Leader for Metro Manila to lead a remote, shifting-shift team of support associates, driving performance against KPIs and SLAs.

You will coach staff, conduct regular performance reviews, and partner with Training, BI, and Workforce Planning to build quality tools and dashboards while implementing root-cause analysis to reduce volume and cost. This role emphasizes data-driven leadership and scalable process improvements.