Travel & Hospitality Client Services Lead — Night Shift

Gratitudeindia; Taguig; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Gratitudeindia is hiring a Client Services Manager to lead a customer service team in a Travel and Hospitality program based at MOA Taguig. You will coach staff, monitor performance metrics, and implement QA processes to drive service excellence.

The role requires significant BPO experience, strong communication, and the ability to work night shifts onsite. You will collaborate with department heads and ensure compliance with client and internal policies.

Qualifications

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

People management

Communication

Coaching

Quality assurance

Metrics & reporting

BPO experience

Process improvement

Tools

Contact center software

Job description

Gratitudeindia is hiring a Client Services Manager to lead a customer service team in a Travel and Hospitality program based at MOA Taguig. You will coach staff, monitor performance metrics, and implement QA processes to drive service excellence.

The role requires significant BPO experience, strong communication, and the ability to work night shifts onsite. You will collaborate with department heads and ensure compliance with client and internal policies.