Discover your 100% YOU with MicroSourcing!
Position: Senior Team Leader
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
Senior Team Leader, you will:
- Oversee daily operations, productivity, and performance metrics across assigned Team Leaders.
- Collaborate with the Service Delivery Manager to execute operational strategies and hit client goals.
- Develop, monitor, and enforce targeted action plans to address underperforming metrics.
- Perform Audit-the-Auditor (ATA) reviews to maintain quality control and evaluation accuracy.
- Lead Triad Coaching Sessions with Quality Analysts and Team Leaders to align coaching feedback.
- Analyze operational data to recommend process improvements and assist with project rollouts.
- Prepare operational reports and performance summaries for internal management and client updates.
What You Need
Non-negotiables
- Leadership Capability: Proven ability to manage, coach, and guide Team Leaders toward meeting operational KPIs.
- Quality Calibration & Coaching: Direct experience conducting Audit-the-Auditor (ATA) reviews and multi-party triad coaching sessions.
- Analytical & Problem-Solving Skills: Ability to analyze team performance data, identify trends, and implement root-cause action plans.
- Software Proficiency: Strong working knowledge of Microsoft Office products (Excel, PowerPoint, Word, and Outlook).
- Communication & Stakeholder Management: Excellent verbal and written skills to build relationships with internal leadership and external clients.
Preferred Skills/expertise
- Prior supervisory or management experience in a contact center or BPO environment.
- Deep familiarity with quality assurance frameworks, calibration processes, and coaching methodologies.
- Hands-on experience preparing client-facing performance reports and business reviews.
- Ability to manage operational stress and maintain team accountability in a high-volume setting.
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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/
