Printing Manager

MicroSourcing; Pasay; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Dependents coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Collaborative work environment

Work-life harmony

Career growth opportunities

Inclusive team culture

Job summary

MicroSourcing is seeking a Printing Manager to lead our on-site nightshift-based customer support team in Pasay, Philippines. You will act as the main liaison between onshore leadership and the local team, ensuring strategic delivery of high-quality support services.

The role requires strong English proficiency, printing knowledge, and 3+ years in customer service or call center roles. Expect collaboration with cross-functional teams and a focus on performance metrics.

Qualifications

• English proficiency at C1 level is required.
• Typing speed of 55 WPM or higher.
• Understanding of printing file setup fundamentals (bleed, CMYK, resolution).
• Minimum 3 years of experience in customer service or call center operations.

Responsibilities

• Serves as the most experienced team member and primary liaison between onshore leadership and the Philippines-based support team.
• Provides strategic and hands-on leadership, ensuring high-quality customer support services.
• Oversees daily customer support operations, workforce coverage, and queue management to meet service-level targets.
• Conducts regular coaching sessions and career development discussions.
• Establishes and enforces KPIs, SLAs, and quality standards across all channels.
• Screens calls, monitors chats, emails, and tickets for quality and professionalism.
• Performs quality assurance audits and provides feedback and coaching plans.
• Develops performance improvement plans and corrective actions as required.
• Maintains team engagement, morale, and accountability.

Skills

English proficiency

Typing speed

Communication skills

Customer service experience

Job description

Position: Printing Manager

Location: Two E-Com Pasay

Work setup & shift: Nightshift | Onsite

Benefits

• 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

Responsibilities

• Serves as the most experienced team member and the primary liaison between onshore leadership and the Philippines‑based support team
• Provides strategic and hands‑on leadership, ensuring consistent delivery of high‑quality customer support services
• Oversees daily customer support operations, workforce coverage, and queue management to meet service‑level targets
• Conducts regular one‑on‑one performance reviews, coaching sessions, and career development discussions
• Establishes, monitors, and enforces KPIs, SLAs, and quality standards across all support channels
• Screens calls, monitors chats, emails, and tickets to ensure quality, compliance, and professionalism
• Performs quality assurance audits and provides structured feedback and coaching plans
• Develops and implements performance improvement plans (PIPs) and corrective actions when required
• Maintains team engagement, morale, motivation, and a culture of accountability and continuous improvement
• Tracks, analyzes, and delivers detailed performance reports, insights, and trend analysis to leadership
• Identifies operational gaps, process inefficiencies, and recurring customer issues; proposes and implements solutions
• Leads process optimization initiatives to improve resolution times, customer satisfaction, and team efficiency
• Collaborates with cross‑functional teams (operations, product, engineering, training, and QA) to resolve escalations and systemic issues
• Acts as the final point of escalation for complex or high‑impact customer cases
• Ensures adherence to internal policies, security standards, data privacy, and compliance requirements
• Owns onboarding, training, and certification of new hires and team promotions
• Creates, maintains, and updates SOPs, workflows, playbooks, and knowledge‑base documentation; drives consistency in tools usage, CRM documentation, and internal communication standards
• Leads training and change management efforts for new products, features, tools, and system updates
• Ensures the readiness of the team before any major launches or operational changes
• Aligns staffing plans, schedules, and resource allocation with forecasted volumes and business needs
• Partners with leadership on workforce planning, capacity management, and succession planning
• Participates in leadership meetings, operational reviews, and strategic planning discussions

Required Qualifications

• At least C1 English Level Proficiency
• Typing speed of 55 WPM or higher
• Understanding of printing and file setup fundamentals, such as bleed, CMYK, and resolution
• 3 years of experience in customer service or call center experience

Preferred Skills

• Have worked at a printing company, have experience educating customers on how to prepare print files, or have a background in graphic design and print preparation
• Knowledge of digital versus offset printing and the ability to identify or suggest improvements in customer files are highly valued
• 1 year of experience in printing, design, or creative‑related industries preferred

MicroSourcing is an equal‑opportunity employer committed to diversity and inclusion.