Team Leader

MicroSourcing; Parañaque; On-site; PHP 535,680 - 803,520; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time‑off with cash conversion

Group life insurance

Performance bonuses

Team events

Flexible work arrangements

Job summary

MicroSourcing in Parañaque City is seeking a Team Leader to supervise a dynamic agents group, drive productivity and quality, and meet client-defined targets. You will conduct coaching, track KPIs/QA, and manage escalations to ensure smooth daily operations.

The role requires strong BPO knowledge, workforce planning experience, and proven leadership in customer service. MS Office proficiency and data-driven decision making are essential.

Qualifications

• 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.

Responsibilities

• Supervise a team of agents to meet productivity, quality standards, and client‑defined performance goals.
• Conduct regular performance reviews, coaching sessions, and track team metrics using KPIs and QA scores.
• Ensure smooth daily operations, manage escalations, and implement process improvements based on data and customer feedback.
• Mentor team members, conduct training on processes and tools, and identify skill gaps for refresher training.
• Act as the main point of contact for clients, prepare and present performance reports, and ensure strict SLA compliance.

Skills

Leadership

KPIs & QA

People management

Data‑driven performance

MS Office

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Job Description

Position: Team Leader

Location: Harton, Parañaque City

Work setup & shift: Onsite I Shifting Schedule

Why join MicroSourcing?

• 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

• Supervise a team of agents to meet productivity, quality standards, and client‑defined performance goals.
• Conduct regular performance reviews, coaching sessions, and track team metrics using KPIs and QA scores.
• Ensure smooth daily operations, manage escalations, and implement process improvements based on data and customer feedback. Mentor team members, conduct training on processes and tools, and identify skill gaps for refresher training.
• Act as the main point of contact for clients, prepare and present performance reports, and ensure strict SLA compliance.

What You Need: Non‑negotiables

• 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

• Minimum 5 years experience as a Team Leader or in a senior leadership role within a BPO environment (Australia accounts preferred)
• Bachelor's degree (preferred but not required)
• Strong people management, coaching, and excellent communication abilities
• Data‑driven approach to performance management and proficiency in Microsoft Office applications
• Ability to handle complex customer escalations and adapt quickly to process changes