Team Leader

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.