Client Services Manager — Lead, Coach & Optimize Support

Gratitude Philippines; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Gratitude Philippines is seeking a Client Services Manager for its Travel and Hospitality program, based at MOA in Manila. You will lead a customer service team, providing coaching and performance feedback while steering quality assurance and process improvements across workflows.

The role requires 3+ years in CS management within a BPO, plus 1–2 years in supervisory positions. You will collaborate with department heads to ensure policy adherence and drive staff engagement.

Qualifications

• Must have minimum 3 years of CS Manager experience in a BPO environment.
• Must have 1–2 years of contact center supervisory experience.
• Strong people management, coaching, and team development skills.
• Excellent communication, problem-solving, and stakeholder management.

Responsibilities

• Manage a team of customer service representatives, coaching and providing performance feedback.
• Monitor and analyze team and individual performance metrics to identify areas for improvement.
• Implement 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 staff engagement and retention.
• Identify and address 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

Contact center metrics

Reporting tools

QA & Compliance

Finance & Billing operations

Account management

SOWs review

Billing processes

Scheduling flexibility

Job description

Gratitude Philippines is seeking a Client Services Manager for its Travel and Hospitality program, based at MOA in Manila. You will lead a customer service team, providing coaching and performance feedback while steering quality assurance and process improvements across workflows.

The role requires 3+ years in CS management within a BPO, plus 1–2 years in supervisory positions. You will collaborate with department heads to ensure policy adherence and drive staff engagement.