Customer Service Manager

WHR Global Consulting; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

HMO coverage for employee + 2 depend­-

13th-month pay

Night shift differential

Job summary

WHR Global Consulting in Taguig is seeking a Client Services Manager (RPO) to lead a US-focused client services team on-site in BGC. The role requires 11 PM to 8 AM shifts, strong English communication, and proven leadership in operations and customer care.

Ideal candidates have 8–12+ years in operations with senior leadership, plus 2+ years in a senior managerial role. Includes heavy focus on account management and process improvements, with competitive benefits.

Qualifications

• Bachelor's Degree required and extensive experience in leadership roles.
• 8+ years in contact center/customer care.
• 2+ years in a Senior Managerial role.
• 8–12+ years in operations/customer support with senior leadership exposure.
• Strong experience in account management or as a Client Services Manager.
• Experience with US RPO/volume hiring and CRM/ATS tools.
• Deep expertise in process improvement and operational transformation.

Responsibilities

• Lead managers and teams; set direction and KPIs; drive performance; build leadership bench and succession plans.
• Oversee function-wide operations; drive process improvements and transformation initiatives; manage risks, metrics, and escalations.
• Own senior client relationships; align with stakeholders; provide strategic insights; ensure service excellence and business impact.

Skills

Leadership & team management

Operations management

Account management

Process improvement

CRM/ATS usage

US RPO/volume hiring

Night shift experience

Education

Bachelor's degree

Certifications

Tools

CRM/ATS

Job description

On-site - Taguig 5-10 Yrs Exp Bachelor Full-time

Job Description

Government Mandated Benefits

Insurance Health & Wellness

HMO

Job Title: Client Services Manager (RPO)

Location: BGC

Arrangement/Shift: Full-Time/Onsite; 11 PM to 8 AM

Key Responsibilities:

• Leadership & Strategy: Lead managers and teams; set direction and KPIs; drive performance; build leadership bench and succession plans.
• Operations & Process Excellence: Oversee function-wide operations; drive process improvements and transformation initiatives; manage risks, metrics, and escalations.
• Stakeholder & Account Management: Own senior client relationships; align with stakeholders; provide strategic insights; ensure service excellence and business impact.

Qualifications:

• Bachelor's Degree required (or higher) and other certificates with solid professional experience for more than 5 years, Excellent English communication skills
• 8 years+ in contact center/customer care
• 2 years+ tenure in a Senior Managerial role
• 8–12+ years of experience in operations, customer support, or related fields, with senior leadership experience.
• Strong experience in account management or as a Client Services Manager is required.
• US RPO/volume hiring, CRM/ATS use, scaling/startup experience.
• Deep expertise in process improvement and operational transformation.

Our Essentials Incentive (Probation Only)

• Granted during probation based on behavioral performance (work ethic, collaboration, etc.).
• May later be integrated into your basic salary upon regularization.

Performance Reviews

• Conducted twice a year (June and December) for regular employees.
• Potential salary increase every six months based on performance.

Leave Benefits

• 24 total leave credits per year (12 vacation + 12 sick).
• Leave credits start accruing upon employment, but can only be used after probation.
• Leave conversion benefit: Up to 10 unused credits can be converted annually.

Government and Other Benefits

• Includes SSS, Pag-IBIG, PhilHealth, and 13th-month pay.
• HMO coverage (Etiqa – Maybank Group) for employee + 2 dependents, effective Day 1.
• 10% night differential for working US shifts.

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