Client Services Manager – Travel & Hospitality Account

Work Setup: Onsite – MOA
Work Schedule: Night Shift / Shifting Schedule
Salary: Up to ₱110,000 package
Start Date: ASAP
Headcount: 1

Important Note

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

About the Role

We are looking for an experienced Client Services Manager to lead a team supporting a Travel & Hospitality Program based in MOA.

The role is responsible for managing customer service operations, driving team performance, developing leaders and representatives, and ensuring consistent delivery of quality and operational excellence.

The ideal candidate is a strong people leader with proven BPO contact center management experience, excellent communication skills, and a track record of improving performance, engagement, and customer service outcomes.

Key Responsibilities

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

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

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

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

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

• Identify, investigate, and address operational issues, escalating concerns to senior management when necessary.

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

• Drive continuous improvement initiatives to enhance service quality, productivity, and overall customer experience.

• Ensure team targets and operational goals are consistently achieved.

• Provide regular performance updates and recommendations to stakeholders.

Qualifications

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

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

• Strong people management skills with the ability to lead, motivate, coach, and develop teams.

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

• Strong problem-solving skills with keen attention to detail and a continuous improvement mindset.

• Proficient in using contact center software, reporting tools, and performance management systems.

• Strong understanding of contact center metrics and demonstrated ability to drive performance improvements.

• Knowledge of compliance and quality assurance processes within a contact center environment.

• Travel & Hospitality experience is preferred.

• Willing to work onsite in MOA and on a night/shifting schedule.

• Must be available to start ASAP.

Work Setup & Schedule

• Location: MOA, Pasay City

• Setup: 100% Onsite

• Shift: Night Shift / Shifting Schedule

• Start Date: ASAP

Recruitment Process

1. TA Interview

2. Operations Interview

3. Client Interview

Pre-Screening Questionnaire

Interested candidates are requested to provide the following information:

1. How many years of experience do you have as a CS Manager in a BPO environment?

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

3. Do you have Travel & Hospitality experience? If yes, please indicate the number of years.

4. What was your last drawn salary?

5. What is your expected salary?

6. Are you willing to work onsite in MOA on a night/shifting schedule?

7. How soon can you start if selected?

Questionnaire Link: https://myglit.com/lateral/cref/b8275e6fd8

Important Eligibility Reminder

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