Team Leader – Customer Service Representative

About the role

MicroSourcing is seeking a proactive Team Leader to oversee a group of Customer Service Representatives in Cagayan De Oro City. You will drive performance, resolve operational challenges, and foster a collaborative environment.

Key responsibilities

• Set targets, monitor team metrics, and ensure achievement of KPIs and SLAs.
• Analyze call trends, identify root causes, and implement solutions to reduce volume.
• Lead full‑cycle talent management: hiring, coaching, performance reviews, and promotion readiness.
• Partner with Workforce Management to optimize staffing levels and cost efficiency.
• Identify process improvements, propose innovations, and present findings to leadership.

Required profile

• Proven experience managing and motivating fast‑paced teams.
• Strong understanding of KPI and SLA frameworks.
• Aptitude for turning spreadsheet data into actionable plans.
• Ability to deliver clear, constructive feedback and handle tough performance conversations.

Required skills

• Experience with Business Intelligence (BI) tools.
• Background in Workforce Planning and staffing analysis.

What we offer

• Above‑market compensation and performance bonuses.
• Healthcare coverage from day one for you and dependents.
• Paid time‑off with cash conversion and group life insurance.
• Inclusive culture that celebrates diversity and supports career growth.