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.

What You Need:
Non-negotiables:

• 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.

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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.*