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:
- Manage leaders: Mentor and manage Team Leaders to build a strong leadership pipeline.
- Develop talent: Handle hiring, high-level coaching, performance reviews, and career promotions.
- Own metrics: Drive high-level targets for CSAT, First Contact Resolution, and Service Level Agreements.
- Fix root causes: Analyze call data to find systemic issues and eliminate recurring customer pain points.
- Report to Executives: Turn complex performance data into clear updates and proposals for C-level leadership.
- Optimize staffing: Partner with Workforce Management (WFM) on forecasting and scheduling to manage costs.
- Improve processes: Find ways to automate tasks, shorten handles, and cut unnecessary call volume.
What You Need
Non-negotiables
- 5+ years of customer service experience, with at least 2–3 years in a direct leadership or supervisory role managing high-volume teams.
- Proven track record of managing to strict KPIs and SLAs in a fast-paced, matrixed environment.
- Strong business acumen and analytical skills—ability to turn raw spreadsheets into actionable operational strategies.
- Mastery in performance management, including conducting high-stakes performance reviews and navigating tough conversations with confidence.
Preferred Skills/expertise
- BI & Data Visualization: Hands-on experience using Business Intelligence tools (e.g., Tableau, Power BI, Looker) to build reports and track trends.
- Advanced Workforce Planning: In-depth understanding of staffing models, occupancy dynamics, and capacity planning principles.
- Track Record of Promotion: A documented history of successfully coaching and promoting direct reports into Team Leader, Quality, or WFM roles.
- Executive Presence: Exceptional written and verbal communication skills, with confidence presenting to C-suite executives.
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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/
