Night-Shift Client Services Leader - Travel & Hospitality

Gratitude Philippines; Manila; On-site; PHP 893,000 - 1,451,000; Full time

Job summary

Gratitude Philippines is seeking an experienced Client Services Manager to lead onsite operations at MOA in Pasay City, overseeing a travel and hospitality program and a night shift schedule.

You will coach a team of customer service reps, monitor KPIs, drive process improvements, ensure QA and compliance with SLAs, and resolve daily operational bottlenecks while liaising with cross-functional leaders.

Qualifications

• Minimum 3 years of experience as a Client Services Manager in a BPO contact center.
• At least 1–2 years in a Contact Center Operations Supervisory role.
• Experience handling Travel & Hospitality accounts is highly preferred.
• Leadership and communication skills across all levels are essential.
• Proficient in contact center software, metrics analysis, and reporting tools.

Responsibilities

• Team Leadership: manage, coach, and develop a team of customer service representatives to drive engagement and performance.
• Operational Excellence: monitor KPIs, optimize workflows, and collaborate with cross-functional leaders for continuous improvement.
• Quality & Compliance: implement QA processes and ensure adherence to SLAs and internal standards.
• Problem Resolution: address daily bottlenecks, escalate issues to senior leadership, and maintain service delivery.

Skills

Team leadership

Operational excellence

Quality assurance

Problem solving

Stakeholder communication

Night shift readiness

Job description

Gratitude Philippines is seeking an experienced Client Services Manager to lead onsite operations at MOA in Pasay City, overseeing a travel and hospitality program and a night shift schedule.

You will coach a team of customer service reps, monitor KPIs, drive process improvements, ensure QA and compliance with SLAs, and resolve daily operational bottlenecks while liaising with cross-functional leaders.