Team Leader - Customer Service Representative

About the role

MicroSourcing is seeking a dynamic Team Leader to oversee its Customer Service Representatives in Cagayan De Oro. In this role you will drive performance, analyse call trends and ensure the team meets its service targets while fostering a supportive environment.

Key responsibilities

• Set clear goals, monitor KPIs and SLA metrics, and ensure the team consistently hits targets.
• Analyse call data to identify root‑cause issues and implement strategies to reduce volume.
• Lead the full employee lifecycle: hiring, coaching, conducting weekly performance reviews and preparing staff for promotions.
• Collaborate with Workforce Management to optimise staffing levels and cost efficiency.
• Identify process improvements, propose solutions and champion them with senior leadership.

Required profile

• Proven experience managing and motivating teams in fast‑paced call‑center environments.
• Strong understanding of KPIs, SLAs and the ability to translate spreadsheet data into actionable plans.
• Excellent communication skills for delivering clear feedback and handling performance conversations.

Required skills

• Proficiency with Excel or similar spreadsheet tools.
• Experience using Business Intelligence (BI) tools for data analysis.
• Background in Workforce Planning and staffing optimisation.

What we offer

• Above‑market compensation with performance bonuses.
• Healthcare coverage from day one for you and dependents.
• Paid time‑off with cash conversion and group life insurance.
• Opportunities for continuous learning, career advancement and an inclusive workplace culture.