Project Coordinator - BPO Operations

KDCI Outsourcing; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

KDCI Outsourcing is seeking a Team Lead to manage daily customer service and order management, coordinate team priorities, and oversee client communication and reporting.

The ideal candidate will help with new account launches, process setup, and documentation, and build repeatable workflows. Adaptability in evolving environments is essential.

This role requires strong English communication, coaching skills, and the ability to establish structure and SOPs.

Qualifications

• 1-3 years of experience as a Team Lead, SME, or Project Coordinator in Customer Service, Order Management, Operations Support, or related field.
• Experience leading teams, coordinating workloads, monitoring performance, and ensuring tasks are completed on time.
• Experience independently handling customer concerns, escalations, and order-related issues.
• Experience supporting new account launches, campaign launches, business setups, or process implementations.
• Strong written and verbal English communication skills, with the ability to coordinate effectively with clients and internal stakeholders.
• Proficiency in Microsoft Excel or Google Sheets.

Responsibilities

• Coordinate daily team activities, workloads, priorities, and deadlines to ensure smooth operations.
• Monitor customer service and order management tasks for timely and accurate completion.
• Track team attendance, productivity, quality, and overall performance.
• Provide coaching, feedback, and follow-up discussions to support team performance.
• Support onboarding, training reinforcement, and implementation of process updates.
• Maintain clear and timely communication with clients and internal stakeholders regarding updates, concerns, and operational requirements.
• Map workflows, responsibilities, handoffs, and escalation points to improve process clarity.

Skills

Team leadership

Customer service

Order management

Coaching & feedback

Process documentation

SOP development

Cross-functional coordination

English communication

Time management

Attention to detail

Tools

CRM software

Ticketing systems

MS Excel / Google Sheets

E-commerce platforms

Job description

KDCI Outsourcing is seeking a Team Lead to manage daily customer service and order management operations, coordinate team priorities, resolve customer and order-related concerns, and oversee client communication, reporting, documentation, and operational follow-through. The ideal candidate should be capable of supporting new account launches, process setup, workflow documentation, and account stabilization. This role requires adaptability in evolving environments, with the ability to establish structure, develop SOPs, and implement clear, repeatable workflows.

Key Responsibilities

Team Coordination & Performance Management

• Coordinate daily team activities, workloads, priorities, and deadlines to ensure smooth operations.


• Monitor customer service and order management tasks for timely and accurate completion.


• Track team attendance, productivity, quality, and overall performance.


• Provide coaching, feedback, and follow-up discussions to support team performance.


• Support onboarding, training reinforcement, and implementation of process updates.

Customer Service & Order Management

• Support escalations, customer concerns, and order-related issues, ensuring appropriate resolution and follow-through.


• Monitor orders, follow-ups, cancellations, returns, refunds, delivery concerns, and other operational exceptions as applicable.


• Ensure unresolved concerns are properly documented, handed off, and followed through to completion.


• Identify recurring customer issues, operational risks, and service gaps for corrective action.

Client Communication & Cross-Functional Coordination

• Maintain clear and timely communication with clients and internal stakeholders regarding updates, concerns, and operational requirements.


• Coordinate with Sales, Logistics, Finance, Operations, and other support teams to resolve issues and maintain workflow continuity.


• Support ad hoc operational activities and project coordination tasks.


• Translate client requirements into actionable tasks and operational processes.

Reporting, Documentation & Process Improvement

• Maintain accurate operational trackers, performance reports, documentation, and project updates.


• Develop and update Standard Operating Procedures (SOPs), process guides, work instructions, checklists, trackers, and training references.


• Map workflows, responsibilities, handoffs, and escalation points to improve process clarity and accountability.


• Support new client or account launches, including initial process setup and transition to steady-state operations.


• Assist in establishing reporting templates, communication routines, operational trackers, and repeatable workflows.


• Identify operational gaps during early account stages and recommend appropriate solutions.


• Support the stabilization of new or growing accounts by documenting lessons learned, refining workflows, and reinforcing established processes.

Job Requirements

Must Have

• 1-3 years of experience as a Team Lead, Subject Matter Expert (SME), or Project Coordinator in Customer Service, Order Management, Operations Support, or a related field.


• Experience handling team members, coordinating workloads, monitoring performance, and ensuring tasks are completed on time.


• Experience independently handling customer concerns, escalations, and order-related issues.


• Experience supporting new account launches, campaign launches, business setups, or process implementations.


• Strong written and verbal English communication skills, with the ability to coordinate effectively with clients and internal stakeholders.


• Strong organizational, time-management, and multitasking skills, with the ability to manage competing priorities and deadlines.


• Proficiency in Microsoft Excel, Google Sheets, or similar productivity tools.


• Ability to review operational trackers, reports, and performance data to monitor progress and identify issues.


• Ability to work independently with minimal supervision while maintaining accountability and operational follow-through.


• Flexibility to support different clients, accounts, or projects and adapt to changing business requirements.


• Ability to learn new client processes, tools, systems, and workflows quickly.

Nice to Have

• Experience creating or updating SOPs, process documentation, workflows, or operational guides.


• Familiarity with CRM, ticketing, order management, or e-commerce platforms.