Customer Service Manager
Job Summary
WHR Global Consulting is seeking a Client Services Manager (RPO) for a full-time, onsite role in BGC with an 11 PM to 8 AM shift. The ideal candidate will possess extensive experience in contact center operations, senior management, and client account handling. This role involves leading teams, driving operational excellence, and managing strategic client relationships.
Responsibilities
- Lead managers and teams to drive performance and set KPIs
- Oversee operations and drive process improvement initiatives
- Manage senior client relationships and strategic alignment
Required Skills
- 8+ years in contact center or customer care
- 2+ years in a Senior Managerial role
- Experience in US RPO, CRM/ATS, and account management
Job Details
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)