Client Services Manager (MOA Pasay) | Onsite

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.