Team Leader

MicroSourcing; Parañaque; On-site; PHP 70,000 - 110,000; Full time

Benefits offered by this job

Above-market pay

Healthcare from day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Team Leader to supervise a customer service team at Harton Corporate Center, Baclaran Parañaque. Day shift, on-site work setup with a focus on driving productivity, quality, and client satisfaction.

You will mentor the team, manage escalations, and partner with management to ensure SLA compliance and continuous process improvements. Growth opportunities and a collaborative, inclusive environment are emphasized.

Qualifications

• Strong understanding of BPO processes, KPIs, and SLAs.
• Experience in workforce planning and resource allocation.
• Leadership experience managing customer service teams (voice, chat, or email).
• Experience in client reporting, stakeholder management, and presentations.

Responsibilities

• Supervise a team of agents to meet productivity and quality KPIs.
• Set performance goals and monitor client-defined metrics.
• Conduct regular performance reviews, coaching, and feedback sessions.
• Track team performance using KPIs and QA scores.
• Ensure smooth daily operations and adherence to company policies and SOPs.
• Manage escalations and resolve complex customer issues.
• Identify and implement process improvements based on data and customer feedback.
• Mentor and upskill team members.
• Conduct training on processes, tools, and customer handling.
• Identify skill and knowledge gaps and recommend refresher training.
• Keep the team updated on new tools, products, and policies.
• Act as the main point of contact between the team, management, and clients.
• Prepare and present performance reports with actionable insights.
• Address client concerns and ensure SLA compliance.
• Promote a positive and supportive work environment.
• Implement engagement initiatives to reduce attrition.
• Encourage career growth and internal development.

Skills

BPO KPIs & SLAs

Leadership experience

Client reporting

Stakeholder management

Presentations

Education

Bachelor's degree (preferred)

Tools

Microsoft Office

Job description

Discover your 100% YOU with MicroSourcing!

Position:

Team Leader

Location:

Harton Corporate Center, Baclaran Parañaque

Work setup & shift:

Day Shift

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 Team Leader, you will:

Team Management & Performance

• Supervise a team of agents to meet productivity and quality KPIs.
• Set performance goals and monitor client-defined metrics.
• Conduct regular performance reviews, coaching, and feedback sessions.
• Track team performance using KPIs and QA scores.

Process & Operations Oversight

• Ensure smooth daily operations and adherence to company policies and SOPs.
• Manage escalations and resolve complex customer issues.
• Identify and implement process improvements based on data and customer feedback.

Training & Development

• Mentor and upskill team members.
• Conduct training on processes, tools, and customer handling.
• Identify skill and knowledge gaps and recommend refresher training.
• Keep the team updated on new tools, products, and policies.

Client & Stakeholder Communication

• Act as the main point of contact between the team, management, and clients.
• Prepare and present performance reports with actionable insights.
• Address client concerns and ensure SLA compliance.

Employee Engagement & Retention

• Promote a positive and supportive work environment.
• Implement engagement initiatives to reduce attrition.
• Encourage career growth and internal development.

What You Need

Non-negotiables / Priority Requirements

• Strong understanding of BPO processes, KPIs, and SLAs.
• Experience in workforce planning and resource allocation.
• Proven leadership experience managing customer service teams (voice, chat, or email).
• Experience in client reporting, stakeholder management, and presentations.

Preferred Skills / Expertise

• Bachelor's degree (preferred but not required).
• Minimum 5 years experience as a Team Leader or in a senior BPO leadership role (Australia accounts preferred).
• Strong people management, coaching, and mentoring skills.
• Excellent communication, problem-solving, and decision-making abilities.
• Data-driven approach to performance management.
• Proficient in Microsoft Office applications.
• Ability to manage escalations and adapt to process or customer changes.

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 creating opportunities for each individual to thrive. At MicroSourcing, equality is not merely a slogan - it's our commitment. 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