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Team Leader

MicroSourcing · Manille

🇬🇧 English
Lean Six Sigma

Job description

About the role

We are looking for a proactive Team Leader to manage a remote team of support associates at MicroSourcing. In this role you will ensure operational KPIs and service level agreements are met while fostering a collaborative and inclusive work environment.

Key responsibilities

  • Lead, coach and manage a team of support associates to achieve strict operational KPIs and queue SLAs.
  • Conduct weekly or bi‑weekly performance reviews, track individual metrics and take performance management actions as needed.
  • Identify performance trends, escalate systemic issues and partner with Training and Business Intelligence to build quality monitoring tools and dashboards.
  • Develop root‑cause analysis methodologies to reduce unnecessary call volume and drive process improvements.
  • Collaborate with workforce planning on intra‑day activities, staffing recommendations and occupancy optimization.
  • Evaluate queue data, recommend staffing adjustments and spearhead procedural and system enhancements.

Required profile

  • Proven experience leading and coaching contact‑center teams, managing performance lifecycles.
  • Deep understanding of contact‑center metrics, real‑time queue management and intra‑day workforce dynamics.
  • Strong analytical problem‑solving skills with ability to conduct root‑cause analysis.
  • Experience working cross‑functionally with Training, Business Intelligence and Workforce Planning.

Required skills

  • Lean
  • Six Sigma

What we offer

  • Above‑market compensation and performance bonuses.
  • Healthcare coverage from day one, paid time‑off with cash conversion, group life insurance.
  • Flexible work‑from‑home schedule and shifting shifts.
  • Opportunities for continuous learning, career advancement and inclusive team culture.

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Published 2 months ago

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MicroSourcing

Manille