Senior Team Leader - International Voice & Client Experience

MicroSourcing; Cagayan de Oro; On-site; PHP 781,200 - 1,339,200; Full time

Benefits offered by this job

Healthcare day one

Dependent coverage

Paid time off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Cagayan De Oro is seeking a Senior Team Leader for International Voice & Client Experience to lead a high-performing team supporting international accounts. You will mentor future leaders and drive operational excellence through data-driven strategies and a people-first mindset.

Onsite night shifts apply as part of a shifting schedule, with a focus on delivering premium client experiences and maintaining strong stakeholder relationships across global partners.

Qualifications

• Leadership experience: 3–5 years as Team Leader or Senior Team Leader in international BPO (Voice).
• Excellent verbal and written English communication.
• Proficiency with CRM/data tools (Salesforce, SAP, Power BI) to track performance.

Responsibilities

• Lead a team of 15–20 Customer Experience Specialists and conduct regular coaching and calibrations.
• Oversee daily operations to meet metrics like NPS, CSAT, AHT, First-Call Resolution for international voice and omnichannel accounts.
• Manage international client relationships and report performance in reviews.
• Identify bottlenecks and implement process improvements.
• Act as final point of escalation for complex customer issues.

Job description

Position

Senior Team Leader - International Voice & Client Experience

Location

SM CDO (Cagayan De Oro City, Misamis Oriental, Philippines)

Work Setup & Shift

Onsite | Shifting Schedule | Night Shift

Your Role

As a Senior Team Leader, you are the architect of exceptional client experiences. You will lead a high-performing team of specialists supporting international voice accounts, ensuring that every interaction meets the premium standards of our global partners. You won't just manage a team; you will mentor future leaders and drive operational excellence through data-driven strategies and a people-first mindset.

Key Responsibilities

• Strategic Leadership: Lead, coach, and inspire a team of 15–20 Customer Experience Specialists, conducting regular 1-on-1s and performance calibrations to ensure consistent growth.
• Operational Excellence: Oversee daily floor operations to hit and exceed key metrics such as NPS, CSAT, AHT, and First-Call Resolution for international voice and omnichannel accounts.
• Stakeholder Management: Act as the primary point of contact for international clients, providing regular performance updates and participating in business reviews to align local output with global goals.
• Process Optimization: Identify bottlenecks in the customer journey and implement proactive solutions to enhance efficiency and service quality.
• Escalation Management: Serve as the final point of resolution for complex customer concerns, maintaining a professional and solution-oriented approach at all times.

What You Need

• Experience: At least 3–5 years of leadership experience as a Team Leader or Senior Team Leader in an international BPO environment (Voice account experience is required).
• Communication Expert: Exceptional verbal and written English communication skills, with the ability to influence and engage with global stakeholders.
• Analytical Skills: Proficient in using CRM tools and data platforms (e.g., Salesforce, SAP, or Power BI) to track team performance and report insights.
• Leadership Presence: Strong emotional intelligence and the ability to lead a team through high-pressure situations with a premium service mindset.
• Flexibility: Willing to work shifting schedules to support international time zones and business requirements.

Benefits

• 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.
• 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.

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.

Terms & Conditions Apply

Terms & Conditions apply.