Client Service Manager - #1133507

As our Client Services Manager, you are not just managing projects—you are leading the charge to make our operations better, faster, and more efficient every day. Your role is to build trust with clients, drive team performance, and consistently improve how we deliver our services.

Job Description:

• Be fully hands-on with project scopes, client expectations, and operational requirements

• Own the end-to-end delivery of assigned campaigns, ensuring seamless coordination between internal teams and clients

• Manage all aspects of service delivery—including staffing, service issues, timelines, and cost controls

• Act promptly and professionally on all client feedback, inquiries, and requests

• Build a deep understanding of each client’s business and proactively suggest ideas that add value or unlock new opportunities

• Prepare and deliver accurate, well-crafted reports and updates

• Present clear, evidence-based monthly reviews to management, highlighting wins, risks, and opportunities to enhance productivity

• Be accountable for both external KPIs and internal productivity metrics

• Actively monitor and manage your team’s attendance, output quality, and daily efficiency levels

• Provide timely improvement plans and follow-through timelines whenever performance dips—addressing issues early, not after they escalate

• Maintain updated, audit-ready SOPs, documentation, and project records

Requirements:

• At least a degree, with a minimum of five (5) years of experience in the contact centre industry. Experience handling government projects in an operational or project management capacity will be an advantage

• COPC (Customer Operations Performance Centre) certification, or an equivalent qualification, is preferred

• Strong knowledge of contact centre operations, telephony/IT systems, and contractual terms

• Proficient in Microsoft Office tools and experienced in preparing management reports