Client Services Manager-MOA

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

Job Title: Client Services Manager

Program: Travel and Hospitality

Work Location: MOA

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

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

Strong Client Services Management / Account Management experience

Experience in reviewing, interpreting, and managing SOWs

Experience handling financial/billing processes and operational requirements

Willingness to work on a shifting schedule