Travel & Hospitality Client Services Manager | Night Shift

Gratitude Philippines; Manila; On-site; PHP 1,004,000 - 1,674,000; Full time

Job summary

Gratitude Philippines in Manila is seeking an experienced Client Services Manager to lead a Travel & Hospitality program. You will manage a team of Customer Service Representatives, coach performance, and drive service quality in a night-shift, in-office setting.

The ideal candidate has at least 3 years in a BPO Customer Service Manager role, strong people leadership, and fluency in English. Travel and Hospitality experience is preferred; robust analytics and process-improvement mindset are a

Qualifications

• Minimum 3 years of experience as a Customer Service Manager in a BPO environment.
• Minimum 1–2 years of experience in a Contact Center Supervisor or Operations Supervisor role.
• Strong people-management and leadership skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Experience working with contact center systems and reporting tools.
• Strong understanding of contact center metrics and performance management.
• Knowledge of quality assurance and compliance processes.
• Willingness to work on a shifting/night-shift schedule.
• Travel and Hospitality experience is preferred.

Responsibilities

• Manage and develop a team of Customer Service Representatives through coaching, training, and regular performance feedback.
• Monitor team and individual performance metrics and identify opportunities for improvement.
• Implement quality assurance processes and provide actionable feedback to improve service quality.
• Collaborate with department heads to optimize workflows and implement process improvements.
• Build a positive and motivating team environment that supports employee engagement and retention.
• Identify and resolve operational issues, escalating critical concerns to senior management when required.
• Ensure compliance with client requirements, contractual obligations, and internal policies.

Skills

People management

Leadership

Communication

Analytical skills

BPO operations

Quality assurance

Process improvement

Performance analytics

Tools

Contact center systems

Job description

Gratitude Philippines in Manila is seeking an experienced Client Services Manager to lead a Travel & Hospitality program. You will manage a team of Customer Service Representatives, coach performance, and drive service quality in a night-shift, in-office setting.

The ideal candidate has at least 3 years in a BPO Customer Service Manager role, strong people leadership, and fluency in English. Travel and Hospitality experience is preferred; robust analytics and process-improvement mindset are a