Team Leader

MicroSourcing International; Parañaque; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Competitive compensation

Healthcare coverage from day one

Performance bonuses

Paid time-off with cash conversion

Job summary

MicroSourcing is seeking a Team Leader in Parañaque for onsite night-shift work at Harton Corporate Centre. Lead a team of 10-15 agents, coach for performance, and manage escalations while monitoring queues and schedules to keep operations running smoothly.

You will develop agents through regular coaching, deliver training, and drive process improvements, with strong emphasis on CSAT and SLA targets. This role requires flexible scheduling in a fast-paced environment and experience in a call

Qualifications

• 1+ years as lead, supervisor, or coach in a call center.
• Excellent verbal and written communication.
• Proficient in MS Office and CRM software.
• Familiarity with CSAT, call handle times, and SLAs.
• Able to work 40-50 hours per week in a fast-paced environment.

Responsibilities

• Team coaching to meet performance targets and quality metrics.
• Resolve high-level customer escalations and complex service issues.
• Monitor real-time call volumes, chats, and schedules to ensure smooth operations.
• Conduct regular 1-on-1s, monitor call quality, and deliver training.
• Spot recurring issues and suggest improvements to management.
• Track attendance and team metrics, maintain operational logs.

Skills

Leadership

Communication

Tech literacy

CRM proficiency

Call metrics

Scheduling

Tools

Salesforce

Zendesk

Job description

Discover your 100% YOU with MicroSourcing!

Position: Team Leader

Location: Harton Corporate Centre, Parañaque

Work setup & shift: Onsite | Night 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 Coaching: Direct and mentor 10-15 agents to meet performance targets and quality metrics.
• Escalations: Resolve high-level customer complaints and complex service issues.
• Queue Monitoring: Track real-time call volumes, chats, and schedules to ensure smooth operations.
• Agent Development: Conduct regular 1-on-1s, monitor call quality, and deliver training.
• Process Improvement: Spot recurring issues or bugs and suggest improvements to management.
• Reporting: Track attendance, team metrics, and maintain operational logs.

Non-negotiables

What You Need:

• Leadership Experience: 1+ years as a lead, supervisor, or coach in a call center setting.
• Strong Communication: Excellent verbal, written, and de-escalation skills.
• Tech Literacy: Proficient in MS Office (Excel, Teams, Outlook) and CRM/call center software.
• Metric Knowledge: Understanding of key targets like CSAT, call handle times, and SLAs.
• Schedule Flexibility: Able to work 40-50 hours per week in a fast-paced environment.

Preferred Skills/Experience

• Industry Background: Experience in moving, storage, or logistics industries.
• Software Tools: Familiarity with Salesforce, Zendesk, or similar call center platforms.
• Sales Coaching: Experience training agents on upselling and cross-selling.

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.*