Client Experience Account Manager (Supervisory/ Team Lead Role)

With over 9,000 professionals across 12 delivery centers in the Philippines, MicroSourcing remains the country’s largest offshoring solutions provider.

Client Experience Account Manager be 100% YOU with MicroSourcing!

A Client Experience Account Manager is expected to:

• Regularly coordinate with the client regarding the status of the offshore team
• Implement and monitor KPIs set by the client or MS
• Monitor the team’s performance
• Conduct coaching sessions and issuing corrective actions
• Monitor and track the daily attendance
• Implement policies, deadlines and standards set by the client
• Handle complaints and queries from all staff
• Provide day-to-day operational support
• Resolve minor client and staff issues
• Report to the Operations Manager and VP of Operations
• Disseminate information to employees like updates on policies and company events.
• Create, maintain and administer schedules for outsourced staff, in coordination with the client
• Prepare and maintain statistical reports used in management decision-making – particularly attendance reports and trends, schedule adherence and other reports that may be useful in operations planning and management
• Develop reports/processes that increase the ability of the offshore project to effectively and accurately plan acceptable performance results
Other specific details of the job will be made known to you by your immediate superior which may be in varying scope dependent fully on prevailing project undertakings.

This job description is not intended to be all-inclusive. Employee may perform other related duties as discussed with his immediate supervisor to meet the ongoing needs of the organization.

What it takes to be part of our team:

•Graduate of any Bachelors degree, graduate studies will be an advantage
•At least 1 year experience in managing a team as a lead or supervisor
•Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
•Excellent computer proficiency (MS Office – Word, Excel,Outlook and Powerpoint)
•Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
•Excellent written and verbal communication skills in the English language
•Willing and able to cover other shifts
•Dependable to be at work during assigned shifts and to complete work as expected
•Ability to work well with a team in a fast paced, constantly changed environment and follow instructions from supervisors and senior colleagues
•Ability to work independently

What's in it for you?
•Competitive Total Rewards (Compensation, HMO, Group Life Insurance, and Performance bonuses)
•A very collaborative work culture