Associate Manager For Bpo

ASSOCIATE MANAGER FOR BPO

Key Responsibilities

• Act as the main liaison for multiple client accounts
• Build and maintain strong, long-term client relationships
• Conduct regular client meetings, reviews, and performance updates
• Manage client expectations and handle escalations professionally

Account & Performance Management

• Ensure compliance with SLAs, KPIs, and contractual obligations
• Monitor account performance (CSAT, AHT, QA, productivity, etc.)
• Prepare and present weekly/monthly performance reports
• Identify risks and implement corrective action plans

Operations Coordination

• Work closely with Operations, QA, WFM, Etc.
• Translate client requirements into operational action plans
• Support process improvements and efficiency initiatives

Reporting & Documentation

• Analyze data and trends to support decision-making
• Maintain accurate account documentation and records
• Track action items and follow up on deliverables

Growth & Retention

• Identify upsell or expansion opportunities (if applicable)
• Support renewals and client retention initiatives
• Contribute to continuous improvement and best practices

Qualifications & Requirements

• Bachelor’s degree in Business, Management, or related field (preferred)
• 5+ years of experience in BPO, call center, or client services roles
• Strong understanding of BPO metrics (SLA, KPI, CSAT, QA)
• Excellent written and verbal English communication skills
• Experience managing international clients is an advantage
• Proficiency in MS Excel / Google Sheets and reporting tools

Skills & Competencies

• Client relationship management
• Problem-solving and decision-making
• Data analysis and reporting
• Time management and multitasking
• Conflict resolution and escalation handling
• Cross-functional collaboration

Work Environment

• Fast-paced, KPI-driven BPO environment
• May require flexible schedules aligned with client time zones

What's in store for you?

• Competitive Salary package
• Complete Government contributions
• Fun, Friendly and Non-toxic environment
• HMO and Life Insurance once regularized
• Possible early regularization (based on performance)
• Annual Appraisal (based on performance)

For interested applicants, you may send your resume to this email addresses:

al.sabtal@mysourcesolutions.com / Jobs@mysourcesolutions.com

Note: When sending resume on email kindly include the position you're applying for as the Subject

We also accept walk-in applicants. The interviews and assessments are from Mondays to Fridays from 7 PM to 10 PM.

We are located on 2nd Floor Ng Khai Bldg. Hernan Cortes St., Mandaue City.

You may also contact this number 09311264936 / 09171482826.

After submitting your application, click this link and fill out

https://access.payruler.com/mysource-pooling/

Job Types: Full-time, Permanent

Pay: Php30,000.00 - Php40,000.00 per month

Work Location: In person