Airline Operations Supervisor - Onsite, 20+ Agents

WNS; Pasig; On-site; PHP 550,000 - 850,000; Full time

Job summary

WNS in Pasig, Philippines, is seeking a seasoned client support supervisor to manage a 20+ agent team onsite at the Bridgetowne site. You will oversee case handling, monitor performance, and ensure adherence to service and regulatory standards.

Strong written and spoken English, training abilities, and leadership are essential. The role requires at least five years in customer support and a proven ability to train and motivate staff, with flexibility to work weekends/public holidays.

Qualifications

• Must have at least five years in customer support or related field.
• Experience supervising 20+ agents.
• Excellent command of both spoken and written English.
• Ability to train and motivate staff.
• Willing to work weekends/public holidays.

Responsibilities

• Supervise the handling and resolution of cases.
• Monitor performance and efficiency to meet service and quality standards.
• Collaborate with legal/insurance teams to ensure regulatory compliance.
• Develop handling procedures for global regulatory requirements.
• Review payment requests for customer service recovery.
• Conduct risk analysis of internal operational changes.
• Lead, support, and encourage the team to achieve success.

Skills

People management

English communication

Training & motivation

Team leadership

Problem solving

Negotiation

Written communication

MS Office

Onsite work readiness

Education

College degree

IATA certification

Diploma in International Airlines & Travel Management

Job description

WNS in Pasig, Philippines, is seeking a seasoned client support supervisor to manage a 20+ agent team onsite at the Bridgetowne site. You will oversee case handling, monitor performance, and ensure adherence to service and regulatory standards.

Strong written and spoken English, training abilities, and leadership are essential. The role requires at least five years in customer support and a proven ability to train and motivate staff, with flexibility to work weekends/public holidays.