Client Services Director - Bacolod, Philippines

Logistics, Sales & Operations

In short

Transcom is seeking a Client Services Director in Bacolod, Philippines to manage client partnerships, ensure satisfaction, and drive account growth. The role requires leadership experience in BPO or contact centers, client-facing experience at the director level, and fluency in English. Benefits include Day 1 HMO, allowances, and a scholarship program.

Responsibilities

Act as the main point of contact for assigned clients and vendor managers.
Ensure client needs are met, provide status updates, and answer questions.
Anticipate client needs using data analysis and historical insights.
Build long-term, trusting relationships with customers.
Coordinate Transcom's resources to support client deliverables and ensure satisfaction.
Forecast and track key account metrics, preparing reports.
Handle client complaints and find reasonable solutions.
Manage client expectations and exceed contractual deliverables.
Lead Risk Assessment, COPC, ABR, QBR, SSR Audit, CCSR Audit, and Extra Initiatives.
Maintain positive partnerships with Transcom Operations and Support Leaders.
Collaborate with Account Client Partnership Leader to grow relationships and update strategies.

Requirements

A university degree or equivalent higher qualification and experience.
Fluency in the English language, written and spoken.
2-4 years of BPO and/or Contact Center Operation Leadership experience.
2-4 years of Client-facing experience at Director and above levels.
Ability to travel up to 25% of the time.

Benefits

Day 1 HMO
Meal & Transportation Allowance
Rice Subsidy
Clothing Allowance
24/7 Teleconsult
Free Psychologist Consultation
In-house & Online Pharmacy
Scholarship Program
Retirement Fund
Free Meal & Medicine (through Transcom’s Tap Card Rewards)
Loyalty Incentives
Accidental & Life Insurance
Free Shuttle Service

Skills

BPOContact Center OperationsAccount ManagementData Analysis

#client services#operations#director

About Transcom

Transcom provides digitally enhanced customer experience (CX) services to some of the world's most ambitious brands. More than 300 clients globally, including disruptive e-commerce players, category redefining fintechs, and technology legends rely on us for on-, off-, and nearshoring services. Transcom’s over 33,000 employees work in 90 contact centers and work-at-home networks across 28 countries, creating brilliant experiences in customer care, sales, content moderation, and backoffice services. We help our clients drive their brands forward, customer satisfaction up, and operating costs…

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