Associate manager for bpoMySource BPO Solutions Phils Inc.

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:
[Protected Info] / [Protected Info]
 
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 [Protected Info]/ [Protected Info]
 
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