Are you an experienced BPO leader with a passion for driving operational excellence and developing high-performing teams? A fast-growing client in the Travel and Hospitality sector is looking for a Client Services Manager to lead contact center operations onsite at Mall of Asia (MOA).

KEY DETAILS
• Role: Client Services Manager
• Program: Travel & Hospitality
• Work Location: Mall of Asia (MOA), Pasay City
• Work Setup: Onsite | Night Shift
• Start Date: ASAP

WHAT YOU'LL BE DOING
• Team Leadership: Manage, coach, and develop a team of customer service representatives to foster high engagement, retention, and performance.
• Operational Excellence: Monitor key performance metrics, optimize workflows, and collaborate with cross-functional leaders to drive continuous improvement.
• Quality & Compliance: Implement robust QA processes and ensure strict adherence to client requirements, contractual SLAs, and internal standards.
• Problem Resolution: Address daily operational bottlenecks, escalate complex issues to senior leadership, and maintain flawless service delivery.

WHAT WE'RE LOOKING FOR
• Managerial Experience: Minimum 3 years of experience as a Client Services Manager in a BPO contact center setting.
• Supervisory Track Record: At least 1–2 years in a Contact Center Operations Supervisory role.
• Domain Knowledge: Experience handling Travel & Hospitality accounts is highly preferred.
• Leadership & Communication: Exceptional interpersonal skills with the ability to motivate teams and liaise effectively across all organization levels.
• Technical Savvy: Proficient in contact center software, operational metrics analysis, and reporting tools.
• Flexibility: Comfortable working night shifts and adaptable to shifting schedules.

RECRUITMENT PROCESS
1. Talent Acquisition Interview
2. Operations Interview
3. Client Interview

HOW TO APPLY
If you meet the requirements and are ready to take on your next leadership role, send your CV to kenmerc6@gmail.com with the subject line "Application - Client Services Manager".

Please include the following details in your email body:
1. Total years of experience as a CS Manager in a BPO:
2. Total years of experience as a Contact Center / Operations Supervisor:
3. Do you have Travel and Hospitality account experience?
4. Last drawn salary:
5. Expected salary:

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