Senior Team Leader - International Voice & Client Experience

MicroSourcing International; Cagayan de Oro; Sur place; PHP 720 000 - 960 000; Plein temps

Avantages offerts par ce poste

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Résumé du poste

MicroSourcing International is seeking a Senior Team Leader for International Voice & Client Experience in CDO. You will lead a high-performing team of 15–20 specialists, ensuring premium service for international partners.

You will mentor future leaders, drive operational excellence with data-driven strategies, and maintain a people-first mindset while managing shifting schedules to support global time zones.

Qualifications

• 3–5 years of leadership experience as a Team Leader or Senior Team Leader in an international BPO (Voice) environment.
• Excellent verbal and written English communication with global stakeholders.
• Proficiency with CRM tools and data platforms (Salesforce, SAP, Power BI) to track team performance.

Responsabilités

• Lead, coach, and inspire a 15–20 member team of Customer Experience Specialists; conduct regular 1-on-1s and calibrations.
• Oversee daily operations to hit key metrics (NPS, CSAT, AHT, First-Call Resolution) for international voice and omnichannel accounts.
• Act as primary client contact, provide performance updates, and align local output with global goals.

Connaissances

Leadership

English communication

Analytical skills

Stakeholder management

Outils

Salesforce

SAP

Power BI

Description du poste

MicroSourcing International is seeking a Senior Team Leader for International Voice & Client Experience in CDO. You will lead a high-performing team of 15–20 specialists, ensuring premium service for international partners.

You will mentor future leaders, drive operational excellence with data-driven strategies, and maintain a people-first mindset while managing shifting schedules to support global time zones.