Hiring Now - Client Services Manager

Gratitude Philippines; Manila; Presencial; PHP 900 000 - 1 200 000; Tempo integral

Resumo da oferta

Gratitude Philippines seeks a seasoned Client Services Manager to lead a high-performing CS team in a BPO setting. You will coach staff, monitor KPIs, and drive QA and compliance across client accounts.

The role focuses on Finance & Billing operations and SOW management, requiring strong stakeholder skills and shift flexibility. Join a dynamic team where collaboration with department heads ensures optimized workflows and policy implementations while maintaining top-tier client service and

Qualificações

• 3+ years as CS Manager in a BPO environment.
• 1–2 years of contact center supervisory experience.
• Strong people management, coaching and team development skills.
• Excellent communication, problem-solving and stakeholder management abilities.
• Experience with contact center metrics, QA, reporting tools and compliance.
• Proven experience in Finance and Billing Operations and in client services/account management.
• Experience reviewing, interpreting, and managing SOWs.

Responsabilidades

• Manage a team of customer service representatives with coaching and performance feedback.
• Monitor and analyze team and individual performance metrics to identify improvement areas.
• 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 environment to support staff engagement and retention.
• Identify operational issues and escalate to senior management as needed.
• Ensure compliance with client requirements, contractual obligations and internal policies.

Conhecimentos

People management

Coaching

Team development

Communication

Problem-solving

Stakeholder management

Contact center metrics

Reporting tools

QA & compliance

Finance & billing operations

Client services management

Account management

SOW management

Financial/billing processes

Shift scheduling

Descrição da oferta de emprego

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

IMPORTANT: We are NOT accepting Operations Manager backgrounds for this role.

Ensure your background is specifically aligned with Client Services Management / Account Management, with strong Finance & Billing Operations and SOW management experience.

Recruitment Process: TA interview, Ops Interview, and Client Interview.