Project Specialist

Discover your 100% YOU with MicroSourcing!

Position: Project Specialist

Work setup & shift: Remote | Shifting Schedule

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Your Role

As a Project Specialist, you will:

• Assist Project Managers in defining scope, setting milestones, and coordinating departmental resources.
• Analyze contact center workflows to identify operational gaps and track performance KPIs.
• Gather data on call volumes, handle times, and CSAT to build tracking dashboards with workforce teams.
• Present operational findings and data-driven recommendations directly to leadership.
• Act as a cross-functional liaison between Operations, IT, QA, and Training departments.
• Assist in rolling out new CRM, workforce tools, or AI chatbots, and conduct Train-the-Trainer (TTT) sessions.
• Support QA audits and maintain project documentation to meet compliance standards.
• Identify project risks early and document lessons learned to prevent operational disruptions.
• Resolve Level 1 helpdesk tickets from the customer service team and escalate critical tech defects to Level 2 teams.
  
  

What You Need

Non-negotiables

• Contact Center Operations Knowledge: Proven experience working with core contact center metrics like CSAT, handle times, and volume trends.
• Project & Ticket Coordination: Experience supporting project lifecycles, managing timelines, and handling system helpdesk tickets.
• Data & Reporting Skills: Proficiency in collecting raw operational data and translating it into clear progress reports.
• Systems Rollout Support: Hands-on experience testing new software tools and facilitating operational training or TTT sessions.
• Stakeholder Communication: Strong verbal and written communication skills to manage updates between technical and operational teams.
  
  

Preferred Skills/expertise

• Familiarity with contact center systems like CRM platforms, workforce management tools, or automated chatbots.
• Experience building or maintaining performance dashboards alongside Workforce Management (WFM) teams.
• Understanding of basic User Acceptance Testing (UAT) workflows for validating IT fixes.
• Prior experience handling multi-brand or cross-functional shared services project portfolios.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique, authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth.

Join us in celebrating YOU and your 100%! For more information, visit https://www.microsourcing.com/

• Terms & conditions apply