Client Services Manager
Gratitude Inc
Job Title: Client Services Manager
Job Description
We are looking for an experienced Client Services Manager with a strong background in BPO Client Services / Account Management , particularly within Finance & Billing Operations . The role will be responsible for managing customer service teams, driving performance and quality, maintaining client relationships, and ensuring compliance with contractual and operational requirements.
Key Responsibilities
Manage a team of Customer Service Representatives by providing coaching, training, and regular performance feedback.
Monitor and analyze individual and team performance metrics to identify improvement opportunities.
Implement quality assurance processes and provide actionable feedback to drive operational excellence.
Collaborate with department heads to optimize workflows and implement new policies and procedures.
Foster a positive and motivating team environment to support employee engagement and retention.
Identify and resolve operational issues, escalating critical concerns to senior management when required.
Ensure compliance with client requirements, contractual obligations, SOWs, and internal policies.
Manage client expectations and support effective stakeholder relationships.
Review, interpret, and manage Statements of Work (SOWs).
Oversee financial and billing processes and ensure operational requirements are met.
Required Qualifications & Experience
Minimum 3 years of experience as a Client Services Manager / CS Manager in a BPO environment .
At least 1–2 years of Contact Center Supervisor / Operations Supervisor experience .
Strong experience in Client Services Management / Account Management .
Proven experience in Finance & Billing Operations .
Experience in reviewing, interpreting, and managing SOWs .
Strong people management, coaching, and team development skills.
Strong communication, problem-solving, and stakeholder management abilities.
Experience with contact center metrics, reporting tools, QA, and compliance.
Travel & Hospitality industry experience is preferred.
Willingness to work on a shifting schedule / night shift .
Important Hiring Requirement
Candidates with backgrounds specifically aligned to Client Services Management / Account Management will be prioritized.
Operations Manager-only backgrounds are not being accepted for this role.
Non-Rehire Policy
Former Teleperformance, PSG Global Solutions, and Majorel employees are not eligible for rehire, either directly or through third-party agencies.
Recruitment Process
TA Interview
Operations Interview
Client Interview
Pre-Screening Questions
How many years of experience do you have as a CS Manager in BPO ?
How many years of experience do you have as a Contact Center Supervisor / Operations Supervisor ?
Do you have experience in the Travel & Hospitality industry?
What was your last drawn salary ?
What is your expected salary ?
108000 - 110000 Php
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