Team Leader (CSR)

MicroSourcing; Cagayan de Oro; On-site; PHP 558,000 - 781,200; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Cagayan De Oro is seeking a Team Leader - Customer Service Representative to guide a fast-paced onsite support team. You will set performance targets, monitor dashboards, and coach agents to hit SLAs while delivering consistent service quality.

You will partner with Workforce Management to optimize staffing, analyze trends, and promote talent into leadership through regular reviews. This role offers a collaborative, inclusive culture with growth opportunities.

Qualifications

• Experience leading teams in fast-paced environments.
• Strong understanding of KPIs and SLAs and how to drive performance.
• Ability to translate data into actionable plans and feedback.

Responsibilities

• Set goals and monitor team data to ensure targets are met.
• Identify trends in calls and uncover root causes to reduce volume.
• Lead hiring, coaching, weekly reviews, and prepare for promotions.
• Collaborate with Workforce Management to ensure cost-effective staffing.

Skills

Team leadership

KPIs & SLAs

Data analysis

Tools

BI tools

Job description

Position

Team Leader - Customer Service Representative

Location

SM CDO, Cagayan De Oro City

Work setup & shift

Onsite | Shifting Schedule

Why join MicroSourcing?

Discover your 100% YOU with 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 - Customer Service Representative, you will:

• Set goals and monitor team data to ensure everyone hits their targets.
• Spot trends in customer calls and find the "root cause" of issues to help reduce call volume.
• Handle the full lifecycle of leadership—hiring, coaching, weekly performance reviews, and preparing people for promotions.
• Work with Workforce Management (WFM) to ensure staffing levels are cost-effective and efficient.
• Look for ways to make daily tasks faster and better, then pitch those ideas to leadership.

What You Need

Non-negotiables

• Experience managing and motivating teams in fast-paced environments.
• A deep understanding of KPIs and SLAs (Service Level Agreements).
• Comfort looking at a spreadsheet and turning those numbers into a plan.
• The ability to give clear, constructive feedback and lead tough performance conversations.

Preferred Skills/expertise

• Experience working with Business Intelligence (BI) tools.
• A strong background in Workforce Planning (staffing and occupancy).
• A history of successfully promoting team members into leadership roles.
• The ability to explain complex data to Executive Leadership.

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