Client Services Leader: KPI & Ops Coach

MicroSourcing International; Manila; On-site; PHP 700,000 - 1,100,000; Full time

Benefits offered by this job

Healthcare day-one coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Client Service Leader to oversee offshore client delivery from MOA, Pasay City. This onsite role with shifting hours involves coordinating with clients, monitoring KPIs, coaching staff, and managing attendance and schedules.

The ideal candidate will have strong English and leadership experience, with a proven ability to drive performance and ensure client satisfaction in a fast-paced environment. Opportunities for growth and a collaborative culture are offered.

Qualifications

• Strong English and communication skills both written and verbal (REQUIRED).
• 1+ year of experience in a leadership role.

Responsibilities

• 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 - attendance reports and trends.
• Develop reports/processes that increase the ability of the offshore project to plan performance results.
• All other duties as assigned.

Skills

Leadership

Communication

English Language

Job description

MicroSourcing is seeking a Client Service Leader to oversee offshore client delivery from MOA, Pasay City. This onsite role with shifting hours involves coordinating with clients, monitoring KPIs, coaching staff, and managing attendance and schedules.

The ideal candidate will have strong English and leadership experience, with a proven ability to drive performance and ensure client satisfaction in a fast-paced environment. Opportunities for growth and a collaborative culture are offered.