People Operations Coach

Outsource Accelerator; Pasig; On-site; PHP 446,000 - 781,000; Full time

Job summary

Outsource Accelerator seeks an Operations Support Specialist to manage a portfolio of employees, coaching based on client feedback, and fulfilling OA’s employer-of-record duties. You will attend client calls with the Associate Director of Operations and drive documentation, timekeeping, and record-keeping across a growing portfolio.

Key responsibilities include coaching, timekeeping review, and maintaining process documentation, with a path toward independent client account management as you

Qualifications

• Minimum 2 years as a Team Leader or in a supervisory role within a BPO or outsourcing environment.
• Demonstrated experience in employee coaching, feedback delivery, or performance management.
• Demonstrated experience with coaching documentation, incident reports, or employee compliance records.
• Strong process documentation skills - able to write clear, accurate, step-by-step procedures from scratch without supervision.
• Excellent written and verbal communication skills in English.
• High proficiency in Google Workspace (Docs, Sheets, Drive) and Microsoft Office.
• Highly organized; proven ability to manage documentation across a high-volume portfolio.
• Comfortable managing ambiguity and navigating varied client expectations.

Responsibilities

• Serve as the named primary OA contact for all assigned employees.
• For NCM employees: conduct coaching sessions based on client calls; translate client input into documented coaching and action plans.
• For co-managed employees: drive proactive coaching and KPI management; initiate performance discussions.
• Issue and monitor employee action plans; track progress and update documentation.
• Address employee concerns and escalate issues requiring HR or AD-level involvement.
• Review and approve timekeeping records in GreatDay; monitor attendance patterns and flag anomalies.
• Coordinate discrepancies with HR and Payroll; ensure timekeeping compliance across portfolio.
• Receive and process client feedback; translate into coaching inputs; attend client calls with AD of Operations.
• Build familiarity with each account's context and expectations; lead client calls independently over time.
• Document coaching sessions and action milestones; maintain employee records per OA standards.
• Build, own, and maintain the operations process library; document recurring processes; ensure version control.
• Store documents in shared OA drive; support AD of Operations in developing new process docs.
• Submit a structured weekly summary every Friday covering tasks, documentation progress, blockers, and observations.
• Collaborate with HR on onboarding, offboarding, and life-cycle events; escalate performance concerns.

Skills

Team leadership

Coaching

Performance management

Documentation

Google Workspace

Microsoft Office

Written & verbal communication

Timekeeping/HRIS familiarity

Tools

GreatDay

Google Workspace

Microsoft Office

Job description

Outsource Accelerator seeks an Operations Support Specialist to manage a portfolio of employees, coaching based on client feedback, and fulfilling OA’s employer-of-record duties. You will attend client calls with the Associate Director of Operations and drive documentation, timekeeping, and record-keeping across a growing portfolio.

Key responsibilities include coaching, timekeeping review, and maintaining process documentation, with a path toward independent client account management as you