Project Specialist

MicroSourcing; Manila; On-site; PHP 446,400 - 781,200; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage from day one

Paid time-off with cash

Group life insurance

Performance bonuses

Collaborative environment

Flexible work arrangements

Career growth

Inclusive culture

Job summary

MicroSourcing is seeking a Project Specialist for a remote, shifting schedule role. You will assist Project Managers in defining scope, milestones, and resource coordination, while analyzing contact center workflows and tracking KPIs.

You will gather data, build dashboards with workforce teams, and present data-driven recommendations to leadership. Collaborating across Operations, IT, QA, and Training, you’ll support tool rollouts and Train-the-Trainer sessions, participate in QA audits, and

Qualifications

• Proven experience with core contact center metrics like CSAT, handle times, and volume trends.
• Experience supporting project lifecycles, managing timelines, and handling system helpdesk tickets.
• Proficiency in collecting raw operational data and translating it into clear progress reports.
• Hands‑on experience testing new software tools and facilitating operational training or TTT sessions.
• Strong verbal and written communication skills to manage updates between technical and operational teams.

Responsibilities

• Assist Project Managers in defining scope, setting milestones, and coordinating departmental resources.
• Analyze contact center workflows to identify operational gaps and track performance KPIs.
• Gather data on call volumes, handle times, and CSAT to build tracking dashboards with workforce teams.
• Present operational findings and data‑driven recommendations directly to leadership.
• Act as a cross‑functional liaison between Operations, IT, QA, and Training departments.
• Assist in rolling out new CRM, workforce tools, or AI chatbots, and conduct Train‑the‑Trainer (TTT) sessions.
• Support QA audits and maintain project documentation to meet compliance standards.
• Identify project risks early and document lessons learned to prevent operational disruptions.
• Resolve Level 1 helpdesk tickets from the customer service team and escalated critical tech defects to Level 2 teams.

Skills

Contact Center Operations Knowledge

Project & Ticket Coordination

Data & Reporting Skills

Systems Rollout Support

Stakeholder Communication

Tools

CRM platforms

Workforce management tools

Automated chatbots

Job description

Position

Project Specialist

Work Setup & Shift

Remote | Shifting Schedule

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.

Your Role

• Assist Project Managers in defining scope, setting milestones, and coordinating departmental resources.
• Analyze contact center workflows to identify operational gaps and track performance KPIs.
• Gather data on call volumes, handle times, and CSAT to build tracking dashboards with workforce teams.
• Present operational findings and data‑driven recommendations directly to leadership.
• Act as a cross‑functional liaison between Operations, IT, QA, and Training departments.
• Assist in rolling out new CRM, workforce tools, or AI chatbots, and conduct Train‑the‑Trainer (TTT) sessions.
• Support QA audits and maintain project documentation to meet compliance standards.
• Identify project risks early and document lessons learned to prevent operational disruptions.
• Resolve Level 1 helpdesk tickets from the customer service team and escalated critical tech defects to Level 2 teams.

Qualifications

• Contact Center Operations Knowledge: Proven experience working with core contact center metrics like CSAT, handle times, and volume trends.
• Project & Ticket Coordination: Experience supporting project lifecycles, managing timelines, and handling system helpdesk tickets.
• Data & Reporting Skills: Proficiency in collecting raw operational data and translating it into clear progress reports.
• Systems Rollout Support: Hands‑on experience testing new software tools and facilitating operational training or TTT sessions.
• Stakeholder Communication: Strong verbal and written communication skills to manage updates between technical and operational teams.

Preferred Skills / Expertise

• Familiarity with contact center systems like CRM platforms, workforce management tools, or automated chatbots.
• Experience building or maintaining performance dashboards alongside Workforce Management (WFM) teams.
• Understanding of basic User Acceptance Testing (UAT) workflows for validating IT fixes.
• Prior experience handling multi‑brand or cross‑functional shared services project portfolios.