Team Lead

Join to apply for the Team Lead role at MicroSourcing

Work setup & shift: Onsite | Day Shift

What 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

Your Role

This role is responsible for successfully managing and leading a team of Customer Care Consultants towards the achievement of KPI objectives. Along with the management of real-time queues, the Team Leader is responsible for the professional development of their teams through the provision of coaching, staff training and performance management. The position also contributes to the improvement in operational efficiency through the identification of process improvement opportunities and where required to coordinate and project manage the implementation of key projects.

• Manage a team towards achieving team based and individual KPIs (including operational, customer service and where applicable sales metrics) and behaviours, conducting one on one and team meetings to assist in the development of a high performing team
• Manage workflow and real time queues via the allocation of tasks, monitoring of productivity/QA and amending of Workforce Planning schedules as required
• Manage escalated and complex customer queries ensuring resolution in a timely manner
• Conduct customer service quality assessments and provide feedback to Customer Care Consultants
• Manage the professional development of all team members through the implementation of coaching plans, conducting staff training and using the career development framework
• Assist in staff recruitment by participating in assessment centres and conducting candidate interviews and work with L&D to deliver and support the 6 month initial training period
• Support the Operations Manager in identifying process improvement initiatives and coordinate and manage the implementation of key operational projects
• Assist in project management and implementation of key deliverables
• Maintain a high standard of process and product knowledge including employer policies and guidelines
• Ensure compliance with legislative, regulatory and employer policy requirements including compliance with the Privacy Act, Financial Services Regulatory Authority and the Trade Practices Act
• Assist in the management of the Maxxia Operations Reward & Recognition Program
• Address disciplinary and/or performance concerns according to company policy
• Effectively manage employee turnover, absenteeism and annual leave liability
• Manage, update and maintain staff files to a high standard
• Ensure communication of relevant information to the team in a timely manner

What You Need

• Amenable to manage 12 to 15 people and first level escalation
• Desirable Skills: banking or insurance experience, degree in business, accounting, financial services
• Essential Skills: 5 years of experience managing a Team as a Team Lead

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%

For more information, visit

*Terms & conditions apply

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management

Industries

• Outsourcing and Offshoring Consulting
• Health and Human Services
• Financial Services

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