Discover your 100% YOU with MicroSourcing!
We are currently pooling for multiple CSR leadership roles, this is your chance to be part of a pioneer team of leaders.
Location: SM Downtown Premier, 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 dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
- A Collaborative Spirit: Be part of a supportive team working closely with Telesales, Credit, and Customer Service Managers to maximize sales outcomes.
- Work-Life Harmony: Experience a structured and engaging sales environment with clear KPIs and targets.
- Career Growth: Develop your expertise in outbound sales, customer acquisition, and relationship management within a leading Australian fuel and convenience brand.
- Inclusive Teamwork: Work in a collaborative environment that values initiative, professionalism, and high performance.
Our Available Roles
Subject Matter Expert
- Escalation Support: Assist CSRs with complex or technical queries and handle Floor Walking duties to provide real-time guidance.
- Process Updates: Maintain and update the Knowledge Base (KB) to ensure the team is aligned with the latest client policies and product changes.
- Nested Training: Facilitate nesting or transition periods for new hires, ensuring they are ready for live production.
Team Leader
- Performance Coaching: Conduct weekly 1-on-1 coaching sessions to discuss metrics and implement PIP (Performance Improvement Plans) where necessary.
- Administrative Management: Oversee daily attendance, schedule adherence, and administrative tasks like leave approvals and dispute resolutions.
- Strategy Execution: Drive the team to achieve monthly targets and translate high-level operational goals into daily actionable tasks for agents.
QA Analyst
- Transaction Monitoring: Audit a set number of calls or chats per week using a standard scorecard to ensure compliance with client scripts and regulatory requirements.
- Calibration: Participate in regular calibration sessions with Operations and Clients to ensure consistency in scoring across the account.
- Trend Analysis: Identify recurring quality gaps and provide data-driven feedback to the Training and Ops teams for refresher modules.
Operations Manager
- Client Management: Act as the primary point of contact for clients, presenting weekly and monthly business reviews (WBR/MBR) on account health.
- Profitability & Efficiency: Manage the account's P&L (Profit and Loss) by optimizing headcount, reducing attrition, and managing operational costs.
- Leadership Development: Mentor Team Leaders and Supervisors to ensure a strong leadership pipeline and a healthy organizational culture.
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 foster an inclusive culture that celebrates initiative, professionalism, and collaboration.
At MicroSourcing, equality is not just a principle—it's how we work. We celebrate your impact, growth, and contribution to driving business success.
For more information, visit
www.microsourcing.com
Terms & conditions apply. 
