Night-Shift Client Services Manager

Gratitude Philippines; Cebu City; On-site; PHP 1,004,000 - 1,228,000; Full time

Job summary

Gratitude Philippines is seeking a Client Services Manager to lead a customer service team in a Travel and Hospitality program. You will coach staff, monitor metrics, and implement QA processes to ensure top-tier service.

The role requires strong communication and collaboration with department heads to optimize workflows and enforce policies. The position is onsite at MOA with a night shift, starting ASAP, offering salary up to 110k PHP monthly and a focus on staff engagement and compliance with

Qualifications

• Minimum of 3 years' CS Manager experience in a BPO environment.
• Experience supervising contact center operations.
• Strong people management and team development skills.
• Excellent verbal and written communication abilities.

Responsibilities

• Lead and coach a team of customer service representatives.
• Monitor and analyze team and individual performance metrics.
• Implement QA processes and drive operational excellence.
• Collaborate with department heads to optimize workflows and policies.
• Foster a positive team environment to boost engagement and retention.
• Address operational issues and escalate to senior management as needed.
• Ensure compliance with client requirements and internal policies.

Skills

People management

Coaching

Communication

Performance metrics

QA processes

Team leadership

Contact center software

Tools

Contact center reporting tools

Job description

Gratitude Philippines is seeking a Client Services Manager to lead a customer service team in a Travel and Hospitality program. You will coach staff, monitor metrics, and implement QA processes to ensure top-tier service.

The role requires strong communication and collaboration with department heads to optimize workflows and enforce policies. The position is onsite at MOA with a night shift, starting ASAP, offering salary up to 110k PHP monthly and a focus on staff engagement and compliance with