Client Services Manager

Muktarion; Pasay; On-site; PHP 1,004,000 - 1,674,000; Full time

Job summary

Muktarion in Pasay is seeking a Customer Services Manager to lead an onsite night-shift team of customer service representatives, coaching performance and fostering staff engagement.

You will monitor metrics, implement QA processes, collaborate with department heads to refine workflows, ensure strict adherence to client requirements and SOWs, and oversee finance and billing operations to support service excellence.

Qualifications

• Minimum 3 years of CS Manager experience in a BPO environment.
• 1-2 years of contact center supervisory experience.
• Strong people management, coaching, and team development skills.
• Experience with contact center metrics, reporting tools, QA, and compliance.
• Proven experience in Finance and Billing Operations.
• Experience in reviewing, interpreting, and managing SOWs.
• Willingness to work on a shifting schedule.

Responsibilities

• 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.

Skills

People management

Coaching

Team development

Communication

Problem solving

Stakeholder management

Quality assurance

Compliance

Finance & Billing operations

SOW management

Shift scheduling

Job description

Work Setup & Schedule: Onsite/Night Shift

Headcount: 1

Start Date: ASAP

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.

Requirements:

• Minimum 3 years of CS Manager experience in a BPO environment
• At least 1-2 years of contact center supervisory experience
• Strong people management, coaching, and team development skills
• Strong communication, problem-solving, and stakeholder management skills
• Experience with contact center metrics, reporting tools, QA, and compliance
• Proven experience in Finance and Billing Operations
• Experience in reviewing, interpreting, and managing SOWs
• Experience handling financial/billing processes and operational requirements
• Willingness to work on a shifting schedule

IMPORTANT: Candidates background has to be specifically aligned with Client Services Management / Account Management, with strong Finance & Billing Operations and SOW management experience. We are NOT accepting Operations Manager backgrounds for this role.