Client Services Manager
Gratitude IncClient Services Manager
Job Description
Key Skills
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Program: Travel and Hospitality
Work Location: MOA
Work Setup & Schedule: Onsite/Night Shift
Headcount: 1
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
Minimum 3 years of CS Manager experience in a BPO environment
At least 1–2 years of contact center supervisory experience
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
Strong Client Services Management / Account Management experience
Experience in reviewing, interpreting, and managing SOWs
Experience handling financial/billing processes and operational requirements
Willingness to work on a shifting schedule
***IMPORTANT: We are NOT accepting Operations Manager backgrounds for this role. Please prioritize candidates whose background is specifically aligned with Client Services Management / Account Management, with strong Finance & Billing Operations and SOW management experience.***
*** Recruitment Process: TA interview, Ops Interview, and Client Interview***
Pre-Screening Notes
Years of experience as a CS Manager in BPO
Years of experience as a Contact Center Supervisor / Operations Supervisor
Do you have travel and hospitality experience?
Last drawn salary:
Expected salary:
Role
Client Servicing/Key Account Manager
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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