Role Overview

You will 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.


Key Responsibilities

Manage and develop a team of customer service representatives


Provide coaching, training, and performance feedback to drive team performance


Monitor and analyze performance metrics to identify areas for improvement


Implement quality assurance processes and drive operational excellence


Collaborate with department heads to optimize workflows and implement policies


Foster a positive, motivating team environment to support engagement and retention


Identify and address operational issues; escalate to senior management as needed


Ensure compliance with client requirements, contractual obligations, and internal policies


Qualifications

Required:


Minimum 3 years of CS Manager experience in a BPO environment – required


At least 1–2 years of contact center supervisory experience – required


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 – required


Strong Client Services Management / Account Management experience – required


Experience in reviewing, interpreting, and managing SOWs – required


Experience handling financial/billing processes and operational requirements – required


Willingness to work on a shifting schedule


Travel and Hospitality experience is preferred


Not a job hopper – stable employment history


Why Join?

Competitive salary: ₱110,000 max package


Prime MOA location


Lead a high-performing team in a dynamic travel and hospitality program


Career growth in client services management


Collaborative and supportive team environment