Customer Service Manager
Full-time
WHR Global Consulting
Job Title: Client Services Manager (RPO)
Location: BGC
Arrangement/Shift: Full-Time/Onsite; 11 PM to 8 AM
Key Responsibilities:
- Leadership & Strategy: Lead managers and teams; set direction and KPIs; drive performance; build leadership bench and succession plans.
- Operations & Process Excellence: Oversee function-wide operations; drive process improvements and transformation initiatives; manage risks, metrics, and escalations.
- Stakeholder & Account Management: Own senior client relationships; align with stakeholders; provide strategic insights; ensure service excellence and business impact.
Qualifications:
- Bachelor's Degree required (or higher) and other certificates with solid professional experience for more than 5 years, Excellent English communication skills
- 8 years+ in contact center/customer care
- 2 years+ tenure in a Senior Managerial role
- 8–12+ years of experience in operations, customer support, or related fields, with senior leadership experience.
- Strong experience in account management or as a Client Services Manager is required.
- US RPO/volume hiring, CRM/ATS use, scaling/startup experience.
- Deep expertise in process improvement and operational transformation.
Benefits:
Our Essentials Incentive (Probation Only)
- Granted during probation based on behavioral performance (work ethic, collaboration, etc.).
- May later be integrated into your basic salary upon regularization.
Performance Reviews
- Conducted twice a year (June and December) for regular employees.
- Potential salary increase every six months based on performance.
Leave Benefits
- 24 total leave credits per year (12 vacation + 12 sick).
- Leave credits start accruing upon employment, but can only be used after probation.
- Leave conversion benefit: Up to 10 unused credits can be converted annually.
Government and Other Benefits
- Includes SSS, Pag-IBIG, PhilHealth, and 13th-month pay.
- HMO coverage (Etiqa – Maybank Group) for employee + 2 dependents, effective Day 1.
- 10% night differential for working US shifts.
Standard Allowances
- Php 3,000 - Transportation Allowance (Taxable)
- Php 1,500 - Rice Allowance (Non-Taxable)
Vacancy posted 4 days ago
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