Client Services Manager

About the role

The Client Services Manager will manage a team of customer service representatives in a Travel and Hospitality program, providing coaching, training, and performance feedback. This role involves monitoring and analyzing team and individual performance metrics, implementing quality assurance processes, and collaborating with department heads to optimize workflows and implement new policies or procedures.

Key responsibilities

• 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

About you

• Minimum of 3 years' CS Manager experience in a BPO environment
• Minimum 1-2 years' experience in a contact center operations supervisory role
• Strong people management skills with the ability to lead, motivate and develop a team
• Excellent verbal and written communication skills, with the ability to liaise effectively at all levels
• Problem-solving mindset with a keen eye for detail and a focus on continuous improvement
• Proficient in using contact center software and reporting tools
• Understanding of contact center metrics and the ability to drive performance improvements
• Familiarity with compliance and quality assurance processes in a contact center environment
• Willing to work on a shifting schedule