Senior Team Leader

MicroSourcing; Cagayan de Oro; On-site; PHP 1,339,200 - 2,008,800; Full time

Benefits offered by this job

Healthcare from day one

Performance bonuses

Paid time off

Group life insurance

Dependent coverage

Job summary

MicroSourcing in Cagayan de Oro is seeking aSenior Team Leader to mentor Team Leaders, drive performance, and uphold high customer service standards.

You will own CSAT, FCR, and SLA metrics, collaborate with WFM on staffing, and report progress to executives while fostering an inclusive, growth-focused culture.

This onsite role offers competitive rewards, day-one healthcare, and opportunities for career advancement within a large offshore services provider.

Qualifications

• 5+ years of customer service experience with 2–3 years in direct leadership managing high-volume teams.
• Proven track record of meeting KPIs and SLAs in fast-paced, matrixed environments.
• Strong business acumen and ability to translate data into actionable operational strategy.
• Expertise in performance management, including conducting high-stakes performance reviews and tough conversations.

Responsibilities

• Mentor and manage Team Leaders to build a strong leadership pipeline.
• Handle hiring, high-level coaching, performance reviews, and career promotions.
• Own metrics: drive KPIs like CSAT, First Contact Resolution, and SLAs.
• Analyze call data to identify root causes and reduce recurring customer pain points.
• Report complex performance data to Executives and propose actions for C-level leadership.
• Partner with Workforce Management to forecast and schedule to manage costs.
• Find ways to automate tasks, shorten handles, and reduce unnecessary call volume.

Skills

BI & Data Visualization

Advanced Workforce Planning

Track Record of Promotion

Executive Presence

Job description

Discover your 100% YOU with MicroSourcing!

Position: Senior Team Leader

Location: SM CDO, Cagayan De Oro City

Work setup & shift: Onsite | Shifting Schedule

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.

Your Role

As a Senior Team Leader, you will:

• Manage leaders: Mentor and manage Team Leaders to build a strong leadership pipeline.

• Develop talent: Handle hiring, high-level coaching, performance reviews, and career promotions.
• Own metrics: Drive high-level targets for CSAT, First Contact Resolution, and Service Level Agreements.
• Fix root causes: Analyze call data to find systemic issues and eliminate recurring customer pain points.
• Report to Executives: Turn complex performance data into clear updates and proposals for C-level leadership.
• Optimize staffing: Partner with Workforce Management (WFM) on forecasting and scheduling to manage costs.
• Improve processes: Find ways to automate tasks, shorten handles, and cut unnecessary call volume.

What You Need

Non-negotiables

• 5+ years of customer service experience, with at least 2-3 years in a direct leadership or supervisory role managing high-volume teams.
• Proven track record of managing to strict KPIs and SLAs in a fast-paced, matrixed environment.
• Strong business acumen and analytical skills—ability to turn raw spreadsheets into actionable operational strategies.
• Mastery in performance management, including conducting high-stakes performance reviews and navigating tough conversations with confidence.

Preferred Skills/expertise

• BI & Data Visualization: Hands-on experience using Business Intelligence tools (e.g., Tableau, Power BI, Looker) to build reports and track trends.
• Advanced Workforce Planning: In-depth understanding of staffing models, occupancy dynamics, and capacity planning principles.
• Track Record of Promotion: A documented history of successfully coaching and promoting direct reports into Team Leader, Quality, or WFM roles.
• Executive Presence: Exceptional written and verbal communication skills, with confidence presenting to C-suite executives.

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