Job Title: Client Services Manager
Program: Travel and Hospitality
Work Location: MOA
Work Setup & Schedule: Onsite/Night Shift
Salary:110k max (package )
Headcount: 1
Start Date: ASAP

***Note: Former employees of the company are not eligible for rehire, either directly or through third-party agencies.***

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

Minimum 3 years of CS Manager experience in a BPO environment
At least 1–2 years of contact center supervisory experience
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
Strong Client Services Management / Account Management experience
Experience in reviewing, interpreting, and managing SOWs
Experience handling financial/billing processes and operational requirements
Willingness to work on a shifting schedule

***IMPORTANT: We are NOT accepting Operations Manager backgrounds for this role. Please prioritize candidates whose background is specifically aligned with Client Services Management / Account Management, with strong Finance & Billing Operations and SOW management experience.***
*** Recruitment Process: TA interview, Ops Interview, and Client Interview***

Pre-Screening Notes

Years of experience as a CS Manager in BPO
Years of experience as a Contact Center Supervisor / Operations Supervisor
Do you have travel and hospitality experience?
Last drawn salary:
Expected salary: