Discover your 100% YOU with MicroSourcing!

Position: Team Leader
Work setup & shift: Work From Home | 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, you will: 

• Lead, coach, and manage a team of support associates to meet strict operational KPIs and queue service level agreements (SLAs).
• Conduct weekly or bi-weekly performance reviews, tracking individual metrics and facilitating performance management actions when necessary.
• Identify performance and content trends at the agent level, escalating systemic operational issues to the appropriate channels.
• Partner with the Training and Business Intelligence teams to build quality monitoring tools and performance dashboards.
• Develop root-cause analysis (RCA) methodologies to identify frequent call types and drive changes that minimize unnecessary volume.
• Collaborate with workforce planning teams on intra-day activities to maximize agent occupancy and maintain site cost efficiency.
• Evaluate queue data and provide staffing recommendations to leadership to ensure service level objectives are continuously met.
• Spearhead process improvement initiatives through procedural evaluations and system enhancements.

What you need

Non-neogtiables:

• People Management & Coaching: Proven experience leading employee teams, driving engagement, and managing performance lifecycles.
• SLA & Queue Mastery: Deep understanding of contact center metrics, real-time queue management, and intra-day workforce dynamics.
• Analytical Problem Solving: Strong capability to analyze performance data, identify trends, and conduct root-cause analysis.
• Strategic Collaboration: Experience partnering cross-functionally with Training, BI, and Workforce Planning business units.

Preferred skills/experience:

• Prior experience supporting a Service Delivery Manager in a high-volume BPO or shared services environment.
• Solid background in succession planning and structuring career progression pathways for direct reports.
• Experience implementing Lean, Six Sigma, or similar process improvement frameworks to boost team productivity.
• Strong recruitment and onboarding experience to support scaling staffing needs.

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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