Client Services Director Telco

About the Company

My client is a leading global contact center and customer engagement solutions provider in the BPO industry. With over 10,000 employees across the US, Philippines, and Mexico, they serve some of the world’s most recognized brands across telecommunications, insurance, healthcare, and retail.

They’re on a strong growth path, driven by a culture of integrity, innovation, and collaboration. Employees are empowered to make an impact—both in the workplace and the community.

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As Director of Client Services, you’ll serve as the primary contact and strategic partner for key client accounts based in the Philippines. You will focus on maintaining strong client relationships, supporting account growth initiatives, and ensuring service delivery meets or exceeds expectations.

This role works cross-functionally with internal stakeholders including Operations, Training, and IT to support execution and delivery, while identifying opportunities to enhance client satisfaction and performance outcomes.

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Key Responsibilities

• Client Relationship Management

Serve as a trusted advisor and primary point of contact for assigned clients, building strong relationships and understanding their business needs.

• Account Performance Support

Monitor key metrics and partner with operations to ensure performance goals are met, proactively addressing issues that may arise.

• Growth & Retention Support

Collaborate with senior leadership to identify opportunities for account expansion, while focusing on client retention and satisfaction.

• Cross-Functional Collaboration

Coordinate with internal teams (Operations, Training, Workforce, IT, etc.) to ensure smooth service delivery and issue resolution.

• Reporting & Insights

Prepare and present client performance updates, providing insights and recommendations for improvement or growth.

• Project & Implementation Support

Contribute to new client onboarding, transitions, and process improvements, ensuring projects remain on track and aligned with client expectations.

• Team Leadership

Lead and mentor a small team of Client Services professionals, fostering development and ensuring alignment with client service standards.

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What We're Looking For

• Proven experience in a BPO or contact center environment, ideally in client services, operations support, or account management.

• Ability to manage and grow client relationships with a focus on retention, performance, and client satisfaction.

• Strong communication and interpersonal skills, including experience preparing and delivering client-facing presentations.

• Analytical mindset with a solid grasp of key metrics and performance data.

• Experience managing or mentoring a small team is preferred.

• Comfortable working in a night shift, client-facing role.

• Experience in telecom or sales-oriented programs is a plus.

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Why Join?

• Step into a pivotal client-facing role in a fast-paced, global BPO organization.

• Work closely with operational leaders and client executives to make a real business impact.

• Grow your leadership skills and advance your career in a collaborative and values-driven company.

• Enjoy the opportunity to work on high-profile accounts and be part of an organization that values integrity, accountability, and innovation.

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