Client Success Lead - Offshore Ops & KPI Coach

MicroSourcing; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

MicroSourcing is seeking a Client Service Leader to manage an offshore team from our MOA, Pasay City office. This onsite role requires coordinating with clients, monitoring KPIs, coaching staff, and ensuring smooth daily operations.

The successful candidate will lead attendance tracking, report performance to the Operations Manager, and foster an inclusive culture while driving service excellence across all client engagements.

Qualifications

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

Responsibilities

• 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
• Develop reports/processes that increase the ability of the offshore project to plan results
• All other duties as assigned

Skills

Strong English communication

Leadership

Job description

You'll Have

Position: Client Service Leader

Location: MOA, Pasay City

Work setup & shift: Onsite, Shifting

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.

Key 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 - 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
• All other duties as assigned
  
  

What You Need

Non-negotiables

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

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 https://www.microsourcing.com/

• Terms & conditions apply