Offshore Customer Service Team Lead

3 days ago

Pasig, National Capital Region, Philippines MicroSourcing Full time

Discover your 100% YOU with MicroSourcing
Position:
Offshore Customer Service Team Lead/Cyberscape Beta, Ortigas, Pasig

Location:
Cyberscape Beta, Ortigas, Pasig

Work Setup & Shift:
Work from Home | Night shift

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.

Your Role:
As An Offshore Customer Service Team Lead, You Will

  • Lead and manage the day-to-day performance of offshore Customer Service Representatives in the Philippines.
  • Develop a complete understanding of workflows and systems.
  • Monitor, coach, and ensure strict adherence to all workflows by the CSR team.
  • Act as the primary liaison between the Philippine team and the New York Service Department.
  • Assign tasks, track progress, and ensure accuracy and timeliness in all deliverables.
  • Take Responsibility for the quality and accuracy of the work performed by the CSR's
  • Make recommendations for staffing levels based on workload.
  • Ensure coverage of after-hours shifts (NY) with CSR's vacation schedules or call outs.
  • Identify process gaps or inefficiencies and recommend improvements to enhance service delivery.
  • Support training, onboarding, and continuous development of CSRs.

What You Need:
Non-negotiables

  • Proven experience supervising or leading a customer service or back-office team, preferably in a BPO or shared-services environment.
  • Strong familiarity with service operations, administrative workflows, or dispatch processes.
  • Excellent command of English, both written and verbal.
  • High attention to detail and strong organizational skills.
  • A proactive and analytical mindset with the ability to spot inefficiencies and suggest improvements.
  • Strong leadership, coaching, and team development skills.

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

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