With over 7,000 professionals across 9 delivery centers in the Philippines, MicroSourcing remains the country's largest offshoring solutions provider.
Client Experience Account Manager, be 100% YOU with MicroSourcing!
Client Experience Account Manager, together with the VP of Operations and the Operations Managers responsible for overall account management which includes the following:
- Staff Management discipline, performance improvement, monitoring, coaching, retention
- Client Management relationship management, coordination, client retention, client satisfaction
- Cost Management although this is mainly a responsibility of Finance, operations should monitor resource utilization and ensure efficiency and maximization of resources.
In general terms, the Account Manager is primarily responsible for monitoring and setting up metrics, monitoring attendance and implementing the company code of conduct, updating and keeping track of employee records, and disseminating pertinent information to our projects.
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 Head 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 of reports/processes that increase the ability of the offshore project to effectively and accurately plan acceptable performance results What it takes to be part of our team:
Graduate of 4-year course
Excellent English communication skills, both written and verbal
Proficient in MS Office applications
Must have experience handling a team or a supervisory role in a BPO or Shared Services industry.
Experienced in creating KPIs and Control Measure points for a variety of possible industries.
Experienced in Performance Management which includes the creation of balanced scorecards, performance improvement plans, and incentive process
Strong decision-making and problem-solving skills and can work with minimum supervision
Experienced project manager who can handle at least 10 accounts or clients with a maximum number of 30 staff.
Good communication and presentation skills
Amenable to work on Nightshift.
Amenable to Work On-Site (MOA) What's in it for you
Find a balance between work and life that fits you. Do what you do best with MicroSourcing!
- Competitive Total Rewards (Compensation, HMO, Group Life Insurance, and Performance bonuses)
- A very collaborative work culture
For more information, visit https://www.microsourcing.com/*Terms & Conditions apply