Description / Requirements

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 Teleperformance employees are not eligible for rehire, either directly or through third-party agencies.

Job Details

What you'll be doing

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Manage a team of customer service representatives, providing coaching, training, and performance feedback.

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Monitor and analyze team and individual performance metrics to identify areas for improvement.

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

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

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Foster a positive, motivating team environment to support high staff engagement and retention.

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Identify and address any operational issues, escalating to senior management as needed.

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

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What we're looking for

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Minimum of 3 years' CS Manager experience in a BPO environment.

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Minimum of 1–2 years' experience in a Contact Center Operations Supervisor role.

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Strong people management skills with the ability to lead, motivate, and develop a team.

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Excellent verbal and written communication skills, with the ability to liaise effectively at all levels.

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Problem-solving mindset with a keen eye for detail and a focus on continuous improvement.

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Proficient in using contact center software and reporting tools.

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Understanding of contact center metrics and the ability to drive performance improvements.

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Familiarity with compliance and quality assurance processes in a contact center environment.

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Willing to work on a shifting schedule.

Recruitment Process: TA Interview, Ops Interview, and Client Interview