Team Leader, Customer Service: Lead & Elevate Your Team

MicroSourcing; Cagayan de Oro; On-site; PHP 420,000 - 620,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare day-one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Team events

Flexible work arrangements

Job summary

MicroSourcing in Cagayan de Oro is seeking a Team Leader - Customer Service Representative to guide a local CSR team onsite at SM CDO. You will set targets, monitor performance and drive best practices in customer support.

You will hire and coach team members, conduct weekly reviews, coordinate with Workforce Management to optimize staffing, and promote process improvements. The role offers competitive rewards, benefits starting day one, and opportunities for career growth within a diverse,

Qualifications

• Experience managing and motivating teams in fast-paced environments.
• Strong KPI and SLA understanding.
• Ability to translate data into actionable plans.
• Excellent feedback and leadership during performance conversations.

Responsibilities

• Set team goals and monitor data to ensure targets are met.
• Identify trends in calls and root causes to reduce volume.
• Lead hiring, coaching, and weekly performance reviews.
• Collaborate with Workforce Management to optimize staffing.
• Propose process improvements to leadership.

Skills

Team leadership

KPIs & SLAs

Data analysis

Feedback & coaching

Tools

BI tools

WFM software

Job description

Discover your 100% YOU with MicroSourcing!

Position: Team Leader - Customer Service Representative

Location: SM CDO, Cagayan De Oro City

Work 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 - 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 make sure 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.
  
  

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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