Team Leader

Manatal; Parañaque; On-site; PHP 1,116,000 - 1,562,000; Full time

Benefits offered by this job

Healthcare coverage on day one for you

Healthcare coverage for dependents

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Team Leader to supervise daily operations, drive KPI achievement, and ensure SLA compliance at its Parañaque site. You will coach, mentor, and guide the team while coordinating with management and clients to deliver outstanding service.

The role requires at least 5 years in a senior leadership capacity within a BPO, strong stakeholder management, and a data-driven approach to performance. A Bachelor's degree is preferred.

Qualifications

• Strong understanding of BPO processes, KPIs, and SLAs.
• Proven leadership experience managing customer service teams across voice, chat, or email.
• Demonstrated experience in workforce planning and resource allocation.
• Track record in client reporting, stakeholder management, and delivering presentations.
• At least 5 years of experience as a Team Leader or in a senior leadership role within a BPO environment.

Responsibilities

• Supervise daily operations and team performance to meet productivity standards, client-defined KPIs, and strict SLA compliance.
• Conduct regular coaching, mentoring, and feedback sessions to address skill gaps and upskill team members.
• Manage escalations, resolve complex customer issues, and implement process improvements based on operational data.
• Act as the primary point of contact between the team, management, and clients to present actionable performance insights and reports.
• Promote employee engagement initiatives to foster a positive culture, reduce attrition, and support internal career development.

Skills

Leadership

Customer service

Workforce planning

Stakeholder management

Performance reporting

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Discover your 100% YOU with MicroSourcing!

Position: Team LeaderLocation:Harton Corporate Center, Parañaque CityWork setup & shift:Onsite | 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:

As a Team Leader, you will:

• Supervise daily operations and team performance to meet productivity standards, client-defined KPIs, and strict SLA compliance.
• Conduct regular coaching, mentoring, and feedback sessions to address skill gaps and upskill team members.
• Manage escalations, resolve complex customer issues, and implement process improvements based on operational data.
• Act as the primary point of contact between the team, management, and clients to present actionable performance insights and reports.
• Promote employee engagement initiatives to foster a positive culture, reduce attrition, and support internal career development.

What You Need:

Non-negotiables

• Strong understanding of BPO processes, KPIs, and SLAs
• Proven leadership experience managing customer service teams across voice, chat, or email channels
• Demonstrated experience in workforce planning and resource allocation
• Track record in client reporting, stakeholder management, and delivering presentations
• At least 5 years of experience as a Team Leader or in a senior leadership role within a BPO environment

Preferred skills/expertise

• Bachelor's degree in any field
• Experience managing Australian client accounts
• Data-driven approach to performance management and process optimization
• Proficiency in Microsoft Office applications (Excel, PowerPoint, Word)
• Strong escalation management, communication, and problem-solving abilities

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 apply