​Job Title: Client Services Manager

Program: Travel and Hospitality 

Work Location: MOA

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