About the role
Discover your 100% YOU with MicroSourcing!
Position: Junior Team Lead
Location: Metro Manila
Work setup & shift: Work From Home | Shifting
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.
Team Enablement & Quality Assurance
Facilitate bi-weekly coaching sessions for support specialists.
Diagnose team knowledge gaps via systematic ticket audits.
Champion operational consistency by designing and delivering interactive training and refresher sessions.
Safeguard SLA performance by continuously monitoring daily queue volume, output trends, and key efficiency metrics.
Synthesize team performance data to keep the Team Lead informed on operational health, risk factors, and workflow improvements.
Multi-Channel Customer Ownership
Manage inbound phone, live chat, and email enquiries from first contact through resolution or structured escalation.
Apply policy confidently and explain decisions clearly without reliance on scripts.
Maintain control of complex or emotionally charged conversations.
Ensure consistent service quality across all communication channels.
Collaboration & Escalation
Exercise sound judgement on resolution versus escalation.
Escalate complex, sensitive, or out-of-scope cases appropriately.
Protect compliance and regulatory standards in all interactions.
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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%!
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*Terms & conditions apply
Originally posted on Himalayas