We’re Hiring: Client Services Manager (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

Are you an experienced BPO leader with a passion for driving operational excellence and developing high-performing teams? A fast-growing client in the Travel and Hospitality sector is looking for a Client Services Manager to lead contact center operations onsite at Mall of Asia (MOA).

KEY DETAILS

• Role: Client Services Manager
• Program: Travel & Hospitality
• Work Location: Mall of Asia (MOA), Pasay City
• Work Setup: Onsite | Night Shift
• Start Date: ASAP

WHAT YOU'LL BE DOING

• Team Leadership: Manage, coach, and develop a team of customer service representatives to foster high engagement, retention, and performance.
• Operational Excellence: Monitor key performance metrics, optimize workflows, and collaborate with cross-functional leaders to drive continuous improvement.
• Quality & Compliance: Implement robust QA processes and ensure strict adherence to client requirements, contractual SLAs, and internal standards.
• Problem Resolution: Address daily operational bottlenecks, elevate complex issues to senior leadership, and maintain flawless service delivery.

WHAT WE'RE LOOKING FOR

• Managerial Experience: Minimum 3 years of experience as a Client Services Manager in a BPO contact center setting.
• Supervisory Track Record: At least 1–2 years in a Contact Center Operations Supervisory role.
• Domain Knowledge: Experience handling Travel & Hospitality accounts is highly preferred.
• Leadership & Communication: Exceptional interpersonal skills with the ability to motivate teams and liaise effectively across all organization levels.
• Technical Savvy: Proficient in contact center software, operational metrics analysis, and reporting tools.
• Flexibility: Comfortable working night shifts and adaptable to shifting schedules.

RECRUITMENT PROCESS

1. Talent Acquisition Interview
2. Operations Interview
3. Client Interview