Team Leader: Drive KPIs, Coach & Grow (Flexible)

MicroSourcing; Parañaque; On-site; PHP 70,000 - 110,000; Full time

Benefits offered by this job

Above-market pay

Healthcare from day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Team Leader to supervise a customer service team at Harton Corporate Center, Baclaran Parañaque. Day shift, on-site work setup with a focus on driving productivity, quality, and client satisfaction.

You will mentor the team, manage escalations, and partner with management to ensure SLA compliance and continuous process improvements. Growth opportunities and a collaborative, inclusive environment are emphasized.

Qualifications

• Strong understanding of BPO processes, KPIs, and SLAs.
• Experience in workforce planning and resource allocation.
• 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 and quality KPIs.
• Set performance goals and monitor client-defined metrics.
• Conduct regular performance reviews, coaching, and feedback sessions.
• Track team performance using KPIs and QA scores.
• Ensure smooth daily operations and adherence to company policies and SOPs.
• Manage escalations and resolve complex customer issues.
• Identify and implement process improvements based on data and customer feedback.
• Mentor and upskill team members.
• Conduct training on processes, tools, and customer handling.
• Identify skill and knowledge gaps and recommend refresher training.
• Keep the team updated on new tools, products, and policies.
• Act as the main point of contact between the team, management, and clients.
• Prepare and present performance reports with actionable insights.
• Address client concerns and ensure SLA compliance.
• Promote a positive and supportive work environment.
• Implement engagement initiatives to reduce attrition.
• Encourage career growth and internal development.

Skills

BPO KPIs & SLAs

Leadership experience

Client reporting

Stakeholder management

Presentations

Education

Bachelor's degree (preferred)

Tools

Microsoft Office

Job description

MicroSourcing is seeking a Team Leader to supervise a customer service team at Harton Corporate Center, Baclaran Parañaque. Day shift, on-site work setup with a focus on driving productivity, quality, and client satisfaction.

You will mentor the team, manage escalations, and partner with management to ensure SLA compliance and continuous process improvements. Growth opportunities and a collaborative, inclusive environment are emphasized.