MicroSourcing is looking for a Senior Customer Experience Team Lead to oversee a team of customer service representatives supporting a leading Australian financial services client. In this role, you will be the primary performance driver for a team of 12–15 agents, responsible for hitting SLA targets, coaching underperformers, and acting as the operational bridge between your team and the client's onshore management.

This is a dayshift, onsite role based at our Picadilly Star Building office in BGC, Taguig. The successful candidate will have a strong background in BPO team leadership, experience handling financial services accounts, and a track record of improving CSAT and FCR metrics.

Responsibilities:

You will manage the day-to-day operations of your team, including shift scheduling, attendance monitoring, and daily huddles. You will conduct regular one-on-one coaching sessions and call calibrations to maintain quality standards aligned with client expectations. You will track and report on key performance indicators including AHT, CSAT, NPS, FCR, and shrinkage, and present weekly performance summaries to the Operations Manager.

You will serve as the first escalation point for complex customer complaints and ensure they are resolved within agreed SLA windows. You will collaborate with the Quality Assurance team to identify coaching opportunities and build targeted improvement plans for agents who are not meeting performance benchmarks. You will also support the hiring and onboarding process for new team members, including participating in panel interviews and delivering floor support during nesting.

You will maintain a thorough understanding of the client's products, policies, and compliance requirements, and ensure your team is always updated on process changes. You will flag operational risks proactively to the Operations Manager and propose solutions where possible. You will also contribute to process improvement initiatives, documenting SOPs and participating in calibration sessions with the client's onshore team.

As a people leader, you are expected to build a positive, high-accountability team culture. You will recognize strong performers, address behavioral concerns promptly and professionally, and maintain team morale through consistent and transparent communication. You will support team members in identifying career development opportunities within MicroSourcing.

Finally, you will coordinate closely with support functions including Workforce Management, Training, and HR to ensure your team is adequately staffed, skilled, and compliant with company policies at all times.

Requirements:

• Bachelor's degree in any field; Business Administration, Communications, or a related discipline is an advantage
• Minimum 3 years of BPO experience, with at least 1 year in a team lead or supervisory role
• Prior experience handling a financial services, banking, or insurance account is strongly preferred
• Demonstrated ability to hit and exceed KPI targets (CSAT, FCR, AHT) in a metrics-driven environment
• Strong coaching and feedback delivery skills; experience with performance improvement plans is a plus
• Excellent written and verbal English communication skills
• Comfortable with shift work in a dayshift schedule (8:00 AM – 5:00 PM PHT)
• Proficient in Google Workspace and CRM tools; experience with Salesforce or Zendesk is an advantage
• Must be willing to work onsite in BGC, Taguig