Client Services Manager (MOA Pasay) | Onsite

<h2>Role Qualifications:</h2><ul>
<li>Minimum of 3 years CS Manager experience in a BPO environment</li>
<li>Can start immediately</li>
<li>Willing to work onsite at MOA, Pasay</li>
<li>Program: Travel and Hospitality</li>
</ul><h2>Job Details:</h2><h2>What you'll be doing</h2><ol>
<li>Manage a team of customer service representatives, providing coaching, training and performance feedback</li>
<li>Monitor and analyze team and individual performance metrics to identify areas for improvement</li>
<li>Implement effective quality assurance processes and provide feedback to drive operational excellence</li>
<li>Collaborate with department heads to optimize workflows and implement new policies or procedures</li>
<li>Foster a positive, motivating team environment to support high staff engagement and retention</li>
<li>Identify and address any operational issues, escalating to senior management as needed</li>
<li>Ensure full compliance with client requirements, contractual obligations and internal policies</li>
</ol><h2>What we're looking for</h2><ol>
<li>Minimum 1 to 2 years' experience in a contact center operations supervisory role</li>
<li>Strong people management skills with the ability to lead, motivate and develop a team</li>
<li>Excellent verbal and written communication skills, with the ability to liaise effectively at all levels</li>
<li>Problem-solving mindset with a keen eye for detail and a focus on continuous improvement</li>
<li>Proficient in using contact center software and reporting tools</li>
<li>Understanding of contact center metrics and the ability to drive performance improvements</li>
<li>Familiarity with compliance and quality assurance processes in a contact center environment</li>
<li>Willing to work on a shifting schedule.</li>
</ol>