Client Services Manager

*JOB TITLE: Client Services Manager*

*PROGRAM: Travel and Hospitality*

*WORK LOCATION: MOA*

*WORK SETUP & SCHEDULE: Onsite / Night Shift*

*SALARY: Up to P110,000 Package*

*START DATE: ASAP

*JOB DETAILS:*

*What you'll be doing:*

- 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

*What we're looking for:*

- 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

*Recruitment Process: TA Interview, Ops Interview, and Client Interview*