US Client Account Lead — Night-Shift Operations

Sound Connection Phils. Inc.; Cebu City; On-site; PHP 500,000 - 800,000; Full time

Benefits offered by this job

HMO and health insurance

Night differential

Holiday premium pay

Service incentive leave

Job summary

Staff Outsourcing Solutions in Cebu City is seeking an Account Manager to own a portfolio of US client accounts and lead Cebu teams serving them. This is a hands-on, direct-hire role with night shift aligned to US business hours, onsite at Cebu Business Park, Monday to Friday.

You will manage client communications, lead team leaders, handle escalations, and drive staffing decisions to ensure service levels and client satisfaction. A strong track record in BPO operations is required.

Qualifications

• At least 3 years in a BPO, outsourcing, or shared-services company, including 2 years managing client accounts or operations teams for United States clients.
• Experience leading team leaders and their teams: setting targets, coaching, attendance and performance, and keeping records that hold up.
• Employee relations experience: resolved conflicts inside a team and managed a performance or conduct case from the first conversation to a documented outcome.
• Clear, confident English on client calls, and written updates a client can act on.
• Comfortable with Google Workspace, spreadsheets and reports, monday.com or similar tools, and AI tools like Claude or ChatGPT for summaries and reports.
• Living in Cebu and available onsite in Cebu Business Park on the night shift, Monday to Friday.

Responsibilities

• Your client accounts: weekly check-ins, monthly performance reports, and quarterly business reviews, plus daily contact to prevent escalations.
• Your teams: the team leaders and team members on your accounts, including targets, coaching, schedules, attendance, leave approvals, and reviews.
• Escalations from either side: own the call, diagnose, fix, and report next steps.
• Employee relations on accounts: resolve conflicts early and document outcomes with HR support.
• Staffing for accounts: verify hiring needs, conduct final interviews, and onboard new members with a plan.
• Billing accuracy: ensure time and attendance records align with client and finance.
• Account growth: identify opportunities for additional teams or functions and present to leadership.

Skills

Client account management

Team leadership

Process optimization

English communication

Education

Bachelor's degree in Business or related field

Tools

Google Workspace

monday.com

Spreadsheets/Reports

Job description

Staff Outsourcing Solutions in Cebu City is seeking an Account Manager to own a portfolio of US client accounts and lead Cebu teams serving them. This is a hands-on, direct-hire role with night shift aligned to US business hours, onsite at Cebu Business Park, Monday to Friday.

You will manage client communications, lead team leaders, handle escalations, and drive staffing decisions to ensure service levels and client satisfaction. A strong track record in BPO operations is required.