Travel & Hospitality Client Services Lead

Stafflink Express; Philippines; On-site; PHP 600,000 - 1,300,000; Full time

Job summary

Stafflink Express is seeking a Client Services Manager to lead a customer service team within our Travel and Hospitality program. The role focuses on coaching, performance feedback, and quality assurance to optimize workflows and policy implementation.

You will monitor metrics, collaborate with department heads, and drive continuous improvement while ensuring compliance with client requirements and internal policies. A shift schedule is required.

Qualifications

• Minimum 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.

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.

Skills

People management

Verbal communication

Written communication

Coaching

Performance analysis

Quality assurance

Contact center software

Metrics

Problem solving

Tools

Contact center software

Job description

Stafflink Express is seeking a Client Services Manager to lead a customer service team within our Travel and Hospitality program. The role focuses on coaching, performance feedback, and quality assurance to optimize workflows and policy implementation.

You will monitor metrics, collaborate with department heads, and drive continuous improvement while ensuring compliance with client requirements and internal policies. A shift schedule is required.