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Cebu City

    Team Lead - Cebu City, Pilipinas - Microsourcing Philippines Inc

    Microsourcing Philippines Inc
    Microsourcing Philippines Inc Cebu City, Pilipinas

    2 araw ang nakalipas

    Microsourcing Philippines Inc background
    Buong oras Serbisyo sa Customer/Suporta
    Paglalarawan

    With over 7,000 professionals across 9 delivery centers in the Philippines, MicroSourcing remains the country's largest offshoring solutions provider.

    Client Experience Account Manager, be 100% YOU with MicroSourcing

    Client Experience Account Manager, together with the VP of Operations and the Operations Managers responsible for overall account management which includes the following:

    • Staff Management – discipline, performance improvement, monitoring, coaching, retention
    • Client Management – relationship management, coordination, client retention, client satisfaction
    • Cost Management – although this is mainly a responsibility of Finance, operations should monitor resource utilization and ensure efficiency and maximization of resources.

    In general terms, the Account Manager is primarily responsible for monitoring and setting up metrics, monitoring attendance and implementing the company code of conduct, updating and keeping track of employee records, and disseminating pertinent information to our projects.

    • Regularly coordinate with the client regarding the status of the offshore team

    • Implement and monitor KPIs set by the client or MS

    • Monitor the team's performance

    • Conduct coaching sessions and issuing corrective actions

    • Monitor and track the daily attendance

    • Implement policies, deadlines and standards set by the client

    • Handle complaints and queries from all staff

    • Provide day-to-day operational support

    • Resolve minor client and staff issues

    • Report to the Operations Manager and Head of Operations

    • Disseminate information to employees like updates on policies and company events.

    • Create, maintain and administer schedules for outsourced staff, in coordination with the client

    • Prepare and maintain statistical reports used in management decision-making – particularly attendance reports and trends, schedule adherence and other reports that may be useful in operations planning and management

    • Develop of reports/processes that increase the ability of the offshore project to effectively and accurately plan acceptable performance results

    What it takes to be part of our team:

    • Graduate of 4-year course

    • Excellent English communication skills, both written and verbal

    • Proficient in MS Office applications

    • Must have experience handling a team or a supervisory role in a BPO or Shared Services industry.

    • Experienced in creating KPIs and Control Measure points for a variety of possible industries.

    • Experienced in Performance Management which includes the creation of balanced scorecards, performance improvement plans, and incentive process

    • Strong decision-making and problem-solving skills and can work with minimum supervision

    • Experienced project manager who can handle at least 10 accounts or clients with a maximum number of 30 staff.

    • Good communication and presentation skills

    • Amenable to work on Nightshift.

    • Amenable to Work On-Site (Cebu City)

    What's in it for you

    • Competitive Total Rewards (Compensation, HMO, Group Life Insurance, and Performance bonuses)
    • A very collaborative work culture

    Find a balance between work and life that fits you. Do what you do best with MicroSourcing

    For more information, visit

    *Terms & Conditions apply

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