Job Title: Client Services Manager

Job Description

We are looking for an experienced Client Services Manager with a strong background in BPO Client Services / Account Management, particularly within Finance & Billing Operations. The role will be responsible for managing customer service teams, driving performance and quality, maintaining client relationships, and ensuring compliance with contractual and operational requirements.

Key Responsibilities

• Manage a team of Customer Service Representatives by providing coaching, training, and regular performance feedback.

• Monitor and analyze individual and team performance metrics to identify improvement opportunities.

• Implement quality assurance processes and provide actionable feedback to drive operational excellence.

• Collaborate with department heads to optimize workflows and implement new policies and procedures.

• Foster a positive and motivating team environment to support employee engagement and retention.

• Identify and resolve operational issues, escalating critical concerns to senior management when required.

• Ensure compliance with client requirements, contractual obligations, SOWs, and internal policies.

• Manage client expectations and support effective stakeholder relationships.

• Review, interpret, and manage Statements of Work (SOWs).

• Oversee financial and billing processes and ensure operational requirements are met.

Required Qualifications & Experience

• Minimum 3 years of experience as a Client Services Manager / CS Manager in a BPO environment.

• At least 1–2 years of Contact Center Supervisor / Operations Supervisor experience.

• Strong experience in Client Services Management / Account Management.

• Proven experience in Finance & Billing Operations.

• Experience in reviewing, interpreting, and managing SOWs.

• Strong people management, coaching, and team development skills.

• Strong communication, problem-solving, and stakeholder management abilities.

• Experience with contact center metrics, reporting tools, QA, and compliance.

• Travel & Hospitality industry experience is preferred.

• Willingness to work on a shifting schedule / night shift.

Important Hiring Requirement

Candidates with backgrounds specifically aligned to Client Services Management / Account Management will be prioritized.

Operations Manager-only backgrounds are not being accepted for this role.

Non-Rehire Policy

Former Teleperformance, PSG Global Solutions, and Majorel employees are not eligible for rehire, either directly or through third-party agencies.

Recruitment Process

1. TA Interview

2. Operations Interview

3. Client Interview

Pre-Screening Questions

• How many years of experience do you have as a CS Manager in BPO?

• How many years of experience do you have as a Contact Center Supervisor / Operations Supervisor?

• Do you have experience in the Travel & Hospitality industry?

• What was your last drawn salary?

• What is your expected salary?