Team Lead

About Us

Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.

Job Overview

We are looking for an experienced and motivated Team Leader to lead, coach, and develop a remote team of customer service advisors. The successful candidate will be responsible for driving team performance, maintaining high customer service standards, and ensuring operational efficiency while fostering a positive and engaging virtual work environment.

This role requires strong leadership, communication, and people-management skills, with the ability to motivate team members, manage performance, resolve escalations, and achieve operational targets in a remote setting.

Key Responsibilities

1. Team Leadership & Performance Management

• Lead, support, and manage a remote team of customer service agents to achieve key performance indicators (KPIs), including quality, productivity, customer satisfaction, and compliance.

• Monitor daily performance metrics and provide regular feedback, coaching, and development sessions.

• Conduct virtual team huddles, one-on-one meetings, and performance reviews.

• Identify performance gaps and implement targeted improvement plans.

• Ensure team adherence to established processes, procedures, and service standards.

2. Communication & Team Engagement

• Maintain consistent communication with team members through digital collaboration tools such as Microsoft Teams, Zoom, and messaging platforms.

• Drive team engagement through virtual activities, recognition programs, and regular check-ins.

• Promote an open, inclusive, and supportive remote working culture.

• Serve as the primary escalation point for customer concerns, providing guidance and support to agents.

3. Operational Management

• Oversee team scheduling and real-time operational management.

• Collaborate with Workforce Planning to ensure adequate staffing coverage and schedule adherence.

• Prepare and provide regular reports on team performance, operational challenges, and customer insights.

• Support continuous improvement initiatives and process optimization.

4. Coaching & Development

• Deliver structured coaching sessions focused on skill development, behavioural improvement, and performance enhancement.

• Identify training needs and collaborate with Training and Quality teams to implement appropriate learning solutions.

• Encourage continuous learning, professional development, and a growth-oriented mindset within the team.

5. Problem‑Solving & Decision‑Making

• Analyze trends in customer inquiries, team performance, and operational issues to support data‑driven decisions.

• Resolve complex customer complaints and operational concerns promptly and professionally.

• Exercise sound judgment and initiative when working independently while recognizing when escalation is necessary.

Qualifications & Experience

• Previous experience as a Team Leader, Supervisor, or Senior Customer Service Advisor within a contact center or customer service environment.

• Proven experience managing and leading customer service teams.

• Experience in remote or hybrid contact center operations is highly desirable.

• Strong working knowledge of contact center KPIs, quality frameworks, and performance management.

• Proficiency in customer service software, CRM platforms, collaboration tools, and reporting systems.

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