Team Leader Hybrid With Signing Bonus

Job Description

About Us:

Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the worlds leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals

The Role

The Team Leader is responsible for leading, coaching, and developing a virtual team of customer service advisors to deliver outstanding customer experiences and meet performance targets. This role requires exceptional communication, motivational ability, and strong people-management skills—particularly within a remote environment. The Team Leader will foster team engagement, drive productivity, and ensure operational excellence while demonstrating the ability to work both collaboratively and independently.

Key Responsibilities

Team Leadership & Performance Management

• Lead, support, and manage a remote team of freelance agents to achieve KPIs, including quality, productivity, customer satisfaction, and compliance.
• Monitor daily performance metrics and provide regular feedback, coaching, and development sessions.
• Conduct remote team huddles, one‑to‑ones, and performance reviews, ensuring clear communication and action‑focused outcomes.
• Identify performance gaps and create targeted improvement plans.
• Ensure adherence to processes, procedures, and service standards.
  
  

Communication & Engagement

• Maintain strong, consistent communication channels using digital tools (Teams, Zoom, messaging platforms, etc.).
• Drive team engagement through virtual activities, recognition programmes, and daily check-ins.
• Promote an open, inclusive, and supportive remote culture that encourages collaboration and high morale.
• Act as the primary escalation point for customer issues, providing guidance and support to agents.
  
  

Operational Management

• Oversee scheduling, and real-time team management.
• Collaborate with workforce planning to ensure adequate coverage and schedule adherence.
• Provide clear reporting on team performance, operational challenges, and customer insights.
• Support continuous improvement initiatives and process optimisation.
  
  

Coaching & Development

• Deliver structured coaching sessions focused on skill development, behaviour change, and performance enhancement.
• Identify training needs and work with Training/Quality teams to implement learning solutions.
• Encourage a growth mindset across the team, supporting career development and self‑improvement.
  
  

Problem Solving & Decision Making

• Analyse trends in customer queries, team performance, and operational issues to make data‑driven decisions.
• Resolve complex customer complaints and operational issues swiftly and professionally.
• Use initiative to work independently while recognising when to escalate issues appropriately.
  
  

Essential Skills & Attributes

Leadership & Management

• Proven experience leading teams in a call centre or customer service environment (remote management experience highly desirable).
• Ability to inspire, motivate, and coach team members in a virtual setting.
• Demonstrated skill in managing performance, providing constructive feedback, and resolving conflict.
  
  

Communication

• Exceptional verbal and written communication skills.
• Ability to communicate with clarity, empathy, and confidence across remote channels.
• Skilled at simplifying complex information and tailoring communication for diverse audiences.
  
  

Remote Management Competencies

• High level of digital literacy: confidently uses collaboration platforms, telephony systems, CRM tools, and reporting dashboards.
• Ability to maintain team connection, visibility, and engagement without physical presence.
• Strong organisational and time management skills to oversee dispersed team members effectively.
• Self-motivated and capable of working independently with minimal supervision.
  
  

Customer Focus

• Passion for delivering excellent customer experiences.
• Strong understanding of customer service principles, call centre best practices, and quality standards.
  
  

Analytical & Problem-Solving Skills

• Ability to analyse performance data and translate insights into actionable plans.
• Comfortable making decisions, prioritising tasks, and adapting to change quickly.
  
  

Personal Attributes

• Approachable, empathetic, and supportive leadership style.
• Confident, positive, and resilient under pressure.
• Growth‑minded, proactive, and continually looking for opportunities to improve processes and team capability.
• Strong team player who also thrives when working independently.
  
  

Qualifications & Experience

• Previous experience as a Team Leader, Supervisor, or Senior Advisor within a contact centre environment.
• Experience in remote or hybrid call centre operations preferred.
• Strong working knowledge of call centre metrics, quality frameworks, and performance management.
• Proficiency with customer service software, remote collaboration tools, and reporting systems.
  
  

Work Location

• Hybrid set-up
• Must be flexible with shift schedules, including night shifts
• Should have strong internet connection (minimum of 20 mbps)
• Should have own Laptop/PC (minimum of i5 8GB RAM)
  
  

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

By clicking on the "Im Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.

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