Client Services Manager (MOA Pasay) | Onsite

About this role

Role Qualifications:

• Minimum of 3 years CS Manager experience in a BPO environment

• Can start immediately

• Willing to work onsite at MOA, Pasay

• Program: Travel and Hospitality

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 1 to 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.