Client Services Manager

Gratitude Philippines; Cebu City; On-site; PHP 1,004,000 - 1,228,000; Full time

Job summary

Gratitude Philippines is seeking a Client Services Manager to lead a customer service team in a Travel and Hospitality program. You will coach staff, monitor metrics, and implement QA processes to ensure top-tier service.

The role requires strong communication and collaboration with department heads to optimize workflows and enforce policies. The position is onsite at MOA with a night shift, starting ASAP, offering salary up to 110k PHP monthly and a focus on staff engagement and compliance with

Qualifications

• Minimum of 3 years' CS Manager experience in a BPO environment.
• Experience supervising contact center operations.
• Strong people management and team development skills.
• Excellent verbal and written communication abilities.

Responsibilities

• Lead and coach a team of customer service representatives.
• Monitor and analyze team and individual performance metrics.
• Implement QA processes and drive operational excellence.
• Collaborate with department heads to optimize workflows and policies.
• Foster a positive team environment to boost engagement and retention.
• Address operational issues and escalate to senior management as needed.
• Ensure compliance with client requirements and internal policies.

Skills

People management

Coaching

Communication

Performance metrics

QA processes

Team leadership

Contact center software

Tools

Contact center reporting tools

Job description

Job Title: Client Services Manager

Program: Travel and Hospitality

Work Location: MOA

Work Setup & Schedule: Onsite/Night Shift

Salary:110k max (package )

Start Date: ASAP

Job Details:

What you'll be doing

Manage a team of customer service representatives, providing coaching, training and performance feedback

Monitor and analyze team and individual performance metrics to identify areas for improvement

Implement effective quality assurance processes and provide feedback to drive operational excellence

Collaborate with department heads to optimize workflows and implement new policies or procedures

Foster a positive, motivating team environment to support high staff engagement and retention

Identify and address any operational issues, escalating to senior management as needed

Ensure full compliance with client requirements, contractual obligations and internal policies

What we're looking for

Minimum of 3 years' CS Manager experience in a BPO environment

Minimum 1-2 years' experience in a contact center operations supervisory role

Strong people management skills with the ability to lead, motivate and develop a team

Excellent verbal and written communication skills, with the ability to liaise effectively at all levels

Problem-solving mindset with a keen eye for detail and a focus on continuous improvement

Proficient in using contact center software and reporting tools

Understanding of contact center metrics and the ability to drive performance improvements

Familiarity with compliance and quality assurance processes in a contact center environment

Willing to work on a shifting schedule.