Client Services Manager – Travel & Hospitality

Job Details

Program: Travel and Hospitality
Location: MOA, Manila
Work Setup: In Office
Shift: Night Shift
Start Date: ASAP
Employment Type: Permanent

Job Description

We are looking for an experienced Client Services Manager to lead a team within a Travel and Hospitality program. The ideal candidate will have strong BPO operations experience, excellent people-management skills, and a proven track record of driving team performance, quality, and operational excellence.

Key Responsibilities

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

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

• Implement quality assurance processes and provide actionable feedback to improve service quality.

• Collaborate with department heads to optimize workflows and implement process improvements.

• Build a positive and motivating team environment that supports employee engagement and retention.

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

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

Qualifications

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

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

• Strong people-management and leadership skills.

• Excellent verbal and written communication skills.

• Strong problem-solving and analytical abilities.

• Experience working with contact center systems and reporting tools.

• Strong understanding of contact center metrics and performance management.

• Knowledge of quality assurance and compliance processes.

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

• Travel and Hospitality experience is preferred.

Important Note

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

Recruitment Process

TA Interview → Operations Interview → Client Interview

Pre-Screening Questions

• How many years of experience do you have as a Customer Service Manager in a BPO environment?

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

• Do you have Travel and Hospitality experience?

• What is your last drawn salary?

• What is your expected salary?