Team Leader

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

Job Description

Metro Manila, Philippines • Full‑Time • Remote

Position

Team Leader

Work Setup & Shift

Work From Home | Shifting Schedule

Why join MicroSourcing?

MicroSourcing offers a range of benefits and growth opportunities. You will enjoy:

You’ll Have

• Competitive Rewards: Above‑market compensation, healthcare coverage from day one (including 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: Flexible arrangements to balance work and life.
• Career Growth: Continuous learning and advancement opportunities.
• Inclusive Teamwork: Celebrate diversity and foster an inclusive culture.

Your Role

As a Team Leader, you will:

• 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 metrics and facilitating performance management actions when necessary.
• Identify performance and content trends at the agent level, escalating systemic operational issues.
• Partner with the Training and Business Intelligence teams to build quality monitoring tools and dashboards.
• Develop root‑cause analysis (RCA) methodologies to reduce unnecessary volume.
• Collaborate with workforce planning teams to maximize agent occupancy and maintain cost efficiency.
• Evaluate queue data and recommend staffing to ensure service levels are met.
• Spearhead process‑improvement initiatives through evaluations and system enhancements.

Qualifications (Non‑negotiables)

• People Management & Coaching: Proven experience leading 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: Ability to analyze data, identify trends, and conduct root‑cause analysis.
• Strategic Collaboration: Experience partnering cross‑functionally with Training, BI, and Workforce Planning units.

Preferred Skills / Experience

• Prior experience supporting a Service Delivery Manager in a high‑volume BPO or shared‑services environment.
• Background in succession planning and structuring career progression for direct reports.
• Experience implementing Lean, Six Sigma, or similar process‑improvement frameworks to boost productivity.
• 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 strength lies in our people’s diversity and talent. We foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds, providing space for everyone to thrive. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/