Client Services Manager (MOA Pasay) | Onsite

Tasq Work; Pasay; On-site; PHP 600,000 - 800,000; Full time

Job summary

Tasq Work is seeking a Customer Service Manager to oversee a team in a BPO environment, onsite at MOA, Pasay. You will coach staff, monitor performance, and implement QA processes to ensure operational excellence.

The role requires strong leadership, exceptional communication, and the ability to drive continuous improvement while aligning with client requirements and internal policies. Expect collaboration with department heads and a focus on staff engagement.

Qualifications

• Minimum 3 years CS Manager experience in a BPO environment.
• 1 to 2 years' experience in a contact center operations supervisory role.
• Strong people management and leadership skills.
• Excellent verbal and written communication skills, with the ability to liaise effectively at all levels.
• Willing 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

Team leadership

Performance metrics

Quality assurance

Policy implementation

Staff engagement

Compliance awareness

Communication

Scheduling

Tools

Contact center software

Job description

Role Qualifications:

• Minimum of 3 years CS Manager experience in a BPO environment
• Can start immediately
• Willing to work onsiteat MOA, Pasay
• Program: Traveland Hospitality

Job Details:

What you'll be doing

1. Manage a team of customer service representatives, providing coaching, training and performance feedback
2. Monitor and analyze team and individual performance metrics to identify areas for improvement
3. Implement effective quality assurance processes and provide feedback to drive operational excellence
4. Collaborate with department heads to optimize workflows and implement new policies or procedures
5. Foster a positive, motivating team environment to support high staff engagement and retention
6. Identify and address any operational issues, escalating to senior management asneeded
7. Ensure full compliance with client requirements, contractual obligations and internal policies

What we're looking for

1. Minimum 1 to 2 years' experience in a contact center operations supervisory role
2. Strong people management skills with the ability to lead, motivate and develop a team
3. Excellent verbal and written communication skills, with the ability to liaise effectively at all levels
4. Problem-solving mindset with a keen eye for detail and a focus on continuous improvement
5. Proficient in using contact center software and reporting tools
6. Understanding of contact center metrics and the ability to drive performance improvements
7. Familiarity with compliance and quality assurance processes in a contact center environment
8. Willing to work on a shifting schedule.