Client Services Manager – Travel and Hospitality
Gratitude IncClient Services Manager – Travel and Hospitality
Job Description
Key Skills
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Role Overview
You will 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.
Key Responsibilities
Manage and develop a team of customer service representatives
Provide coaching, training, and performance feedback to drive team performance
Monitor and analyze performance metrics to identify areas for improvement
Implement quality assurance processes and drive operational excellence
Collaborate with department heads to optimize workflows and implement policies
Foster a positive, motivating team environment to support engagement and retention
Identify and address operational issues; escalate to senior management as needed
Ensure compliance with client requirements, contractual obligations, and internal policies
Qualifications
Required:
Minimum 3 years of CS Manager experience in a BPO environment – required
At least 1–2 years of contact center supervisory experience – required
Strong people management, coaching, and team development skills
Strong communication, problem-solving, and stakeholder management skills
Experience with contact center metrics, reporting tools, QA, and compliance
Proven experience in Finance and Billing Operations – required
Strong Client Services Management / Account Management experience – required
Experience in reviewing, interpreting, and managing SOWs – required
Experience handling financial/billing processes and operational requirements – required
Willingness to work on a shifting schedule
Travel and Hospitality experience is preferred
Not a job hopper – stable employment history
Why Join?
Competitive salary: ₱110,000 max package
Prime MOA location
Lead a high-performing team in a dynamic travel and hospitality program
Career growth in client services management
Collaborative and supportive team environment
Role
Client Services
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Semi-Voice
Functional Area
Banking / Financial Services
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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