People Operations & Coaching Specialist

Outsource Accelerator; Pasig; On-site; PHP 360,000 - 600,000; Full time

Job summary

Outsource Accelerator is seeking an Operations Support Specialist to manage people obligations for a portfolio of co-managed and non-co-managed employees. You will coach, monitor KPIs, and handle OA's employer-of-record duties, working closely with clients and the Associate Director of Operations.

You will document coaching sessions, approve timekeeping, attend client calls, and help build the operations process library, with a path toward independent client account management.

Qualifications

• Minimum 2 years as a Team Leader or supervisor in a BPO/outsource setting.
• Experience in employee coaching, feedback delivery, or performance management.
• Experience with coaching documentation, incident reports, or compliance records.
• Strong ability to write clear, step-by-step process documentation.
• Excellent written and verbal English communication.
• High proficiency in Google Workspace and Microsoft Office.
• Highly organized with the ability to manage documentation for a large portfolio.
• Comfortable managing ambiguity and varied client expectations.
• Experience with timekeeping/HRIS platforms (GreatDay or equivalent).
• Exposure to client-facing responsibilities or account coordination.
• Familiarity with Philippine labor law fundamentals.
• Track record of independent communication with client stakeholders.

Responsibilities

• Serve as the named primary OA contact for all assigned employees.
• Conduct coaching sessions for NCM and co-managed staff; document outcomes and action plans.
• Drive proactive coaching and KPI management; initiate performance discussions.
• Approve timekeeping records and monitor attendance.
• Process client feedback and translate into coaching inputs.
• Attend client account calls with the Associate Director of Operations.
• Build familiarity with accounts and lead client calls independently over time.
• Document coaching sessions and maintain employee records per OA standards.
• Develop and maintain the operations process library with version control.
• Submit weekly progress summaries to leadership.
• Collaborate with HR on onboarding/offboarding and lifecycle events.
• Escalate performance or HR issues when needed.
• Support AD of Operations on cross-functional initiatives.

Skills

Team leadership

Employee coaching

Coaching documentation

Process documentation

English communication

GSuite/MS Office

Organization

Adaptability

Timekeeping/HRIS

Client coordination

Philippine labor law

Independent communication

Job description

Outsource Accelerator is seeking an Operations Support Specialist to manage people obligations for a portfolio of co-managed and non-co-managed employees. You will coach, monitor KPIs, and handle OA's employer-of-record duties, working closely with clients and the Associate Director of Operations.

You will document coaching sessions, approve timekeeping, attend client calls, and help build the operations process library, with a path toward independent client account management.