Discover your 100% YOU with MicroSourcing!
Position: Team Lead
Work setup: Night shift | Onsite
Location: Eastwood, Quezon City
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, reporting to the Operations Manager and BU Stakeholder, you will act in a supervisory role, serving as a point of escalation and a role model for a team of 10 to 15 Operators/CSRs.
Team Management & Performance
- Manage a team of 10–15 members, monitoring attendance and account-specific metrics.
- Responsible for meeting the overall metrics and goals of the account.
- Conduct regular one-on-one coaching sessions for performance and career development.
- Handle performance management, including disciplinary actions or dismissals in line with company policy.
- Motivate and inspire the team through consistent, positive role-modeling.
Process & Operations Oversight
- Manage the queue and act as the primary point of contact for complex escalations.
- Assist in developing policies, processes, and reports related to team performance.
- Identify and resolve dysfunctional behavior within the team to maintain a healthy work environment.
Client & Stakeholder Communication
- Act as the main Point of Contact (POC) for Stakeholders, Clients, and MicroSourcing management.
- Facilitate touch-base sessions with stakeholders to discuss updates, performance feedback, and open items.
- Complete daily, weekly, and monthly reports outlining individual and team performance.
Training & Development
- Provide support and assistance to staff to develop their skills and capabilities.
- Facilitate team meetings and engagement activities to foster growth.
What You Need
Non-negotiables / Priority Requirements
- Proven experience in problem-solving, decision-making, and conflict resolution.
- Clear and articulate verbal and written English communication skills.
- Solid Call Center experience.
- Strong reporting and analysis skills and experience.
Preferred Skills / Expertise
- 1–3 years of relevant leadership experience with a strong Customer Service focus.
- Graduate of any 4-year course (highly preferred).
- Computer literacy with high attention to detail and a hands-on approach.
- Ability to work independently and multitask in a fast-paced environment.
- Willingness to work on a shifting schedule.
Additional Notes
- Flexibility in handling different departments based on business needs — whether supporting BA, CA, or Coach Ops — along with openness to learning new approaches, as this is a startup account.
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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/
