Team Leader

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

Benefits offered by this job

Healthcare coverage on day one

Dependents coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing, a leading Philippines-based provider of managed services, is seeking a Team Leader to lead a support team from a work-from-home setup with a shifting schedule. You will coach and manage performance, ensure SLAs, and drive improvements across processes and dashboards.

You will partner with Training, BI, and Workforce Planning to optimize staffing, monitor KPIs, and implement root-cause analyses to reduce volume and boost service levels.

Qualifications

• Proven experience leading employee teams and managing performance lifecycles.
• Deep understanding of SLA, queue management, and real-time metrics.
• Strong analytical skills to identify trends and perform root-cause analysis.
• Experience partnering with Training, BI, and Workforce Planning teams.

Responsibilities

• Lead, coach, and manage a team of support associates to meet strict operational KPIs and SLAs.
• Conduct weekly or bi-weekly performance reviews, tracking metrics and triggering improvement actions.
• Identify performance and content trends at the agent level and escalate systemic issues.
• Collaborate with Training and BI to build quality monitoring tools and dashboards.
• Develop root-cause analysis methodologies to reduce unnecessary volume.
• Collaborate with workforce planning on intra-day activities to optimize occupancy and costs.
• Evaluate queue data and provide staffing recommendations to leadership.
• Spearhead process improvements through evaluations and system enhancements.

Skills

People Management

SLA & Queue Mastery

Analytical Problem Solving

Strategic Collaboration

Job description

Discover your 100% YOU with MicroSourcing!

Position: Team Leader

Work setup & shift: Work From Home | 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

• Lead, coach, and manage a team of support associates to meet strict operational KPIs and queue service level agreements (SLAs).
• Conduct weekly or bi-weekly performance reviews, tracking individual metrics and facilitating performance management actions when necessary.
• Identify performance and content trends at the agent level, escalating systemic operational issues to the appropriate channels.
• Partner with the Training and Business Intelligence teams to build quality monitoring tools and performance dashboards.
• Develop root-cause analysis (RCA) methodologies to identify frequent call types and drive changes that minimize unnecessary volume.
• Collaborate with workforce planning teams on intra-day activities to maximize agent occupancy and maintain site cost efficiency.
• Evaluate queue data and provide staffing recommendations to leadership to ensure service level objectives are continuously met.
• Spearhead process improvement initiatives through procedural evaluations and system enhancements.

Non-neogtiables

What you need

• People Management & Coaching: Proven experience leading employee teams, driving engagement, and managing performance lifecycles.
• SLA & Queue Mastery: Deep understanding of contact center metrics, real-time queue management, and intra-day workforce dynamics.
• Analytical Problem Solving: Strong capability to analyze performance data, identify trends, and conduct root-cause analysis.
• Strategic Collaboration: Experience partnering cross-functionally with Training, BI, and Workforce Planning business units.

Preferred Skills/experience

• Prior experience supporting a Service Delivery Manager in a high-volume BPO or shared services environment.
• Solid background in succession planning and structuring career progression pathways for direct reports.
• Experience implementing Lean, Six Sigma, or similar process improvement frameworks to boost team productivity.
• Strong recruitment and onboarding experience to support scaling staffing needs.

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