Client Service Manager (C1-C2 EN/ES) (Honduras/SPS)

JOB DESCRIPTION

Client Service Manager (C1-C2 EN/ES) (Honduras/SPS)

📍 Location: Honduras San Pedro Sula

🎯 Industry: BPO / Contact Center
🌎 Market: United States (USA)
🕒 Employment Type: Full-time

Role Summary

We are seeking an experienced Client Service Manager with strong BPO expertise to manage and grow strategic relationships with U.S. clients. This position will act as the main liaison between clients and internal operations, ensuring service excellence, KPI delivery, and continuous improvement initiatives.

The ideal candidate is results-driven, a strong communicator, and fully bilingual (English/Spanish).

Key Responsibilities

• Serve as the primary point of contact for U.S.-based clients.
• Manage client relationships to ensure satisfaction, business growth, and contract stability.
• Translate client expectations into operational plans and ensure service delivery meets SLAs & KPIs.
• Monitor daily performance metrics and partner with operations to resolve issues proactively.
• Hold regular business reviews with clients (weekly/monthly/quarterly) and prepare reporting dashboards.
• Identify operational gaps and drive improvements to enhance service quality and efficiency.
• Collaborate with cross-functional teams (Operations, Training, QA, Workforce) to align service management.
• Support implementation of new client programs and process transitions.
• Develop account growth strategies including upselling and revenue expansion opportunities.
• Analyze trends, client feedback, and performance data to implement corrective action plans.
• Ensure compliance with client requirements, contractual terms, and industry best practices.
• Manage escalations with speed and professionalism to protect client relationships.

Requirements

Education

• Bachelors degree in Business Administration, Operations, Communications, or related field.

Experience

• 35+ years of client-facing experience in the BPO / contact center industry.
• Proven success in managing U.S. market clients.
• Experience with KPI management, client reporting, and operational coordination.
• Experience supporting inbound/outbound customer service, sales, or tech support programs.

Skills

• Fully bilingual English/Spanish C1C2 required.
• Strong communication and presentation skills (verbal & written).
• Ability to interpret data dashboards and drive insights.
• Strong relationship-building and negotiation abilities.
• Ability to handle escalations calmly and strategically.
• Proficiency in MS Office/Google Workspace; experience with CRM/BI tools preferred.
• Results-oriented; able to operate in a fast-paced environment.

Core Competencies

• Client relationship management
• Business acumen
• Stakeholder management
• Data-driven decision-making
• Conflict and escalation management
• Continuous improvement
• Project & change management
• Leadership influence

Benefits (customizable)

• Competitive compensation
• Performance bonuses
• Medical benefits
• Professional development and career growth
• Hybrid work option
• Paid time off

Success Metrics / KPIs

• Client satisfaction score (CSAT)
• SLA & KPI attainment
• Revenue growth / retention
• Issue resolution speed
• Forecast accuracy
• Churn/attrition control
• NPS & quality metrics

How to Apply

Please submit your updated résumé and include your LinkedIn profile link along with a short paragraph explaining why you are the ideal candidate for this position.