Collections Team Leader

WNS; Quezon City; On-site; PHP 312,000 - 469,000; Full time

Job summary

WNS in Quezon City is seeking an entry-level Operations Supervisor to lead a team delivering US mortgage customer services. You will supervise performance, coach staff, and handle day-to-day administration while addressing escalations and ensuring policy compliance.

The role requires excellent English communication, strong comprehension, and willingness to work graveyard shifts onsite at Eastwood/Libis. College-level education or equivalent is preferred.

Qualifications

• Entry-level supervisory role with coaching and feedback responsibilities.
• Voice-based customer service supervisor for US mortgage clients.
• Onsite work in Quezon City (Eastwood, Libis) and graveyard shift required.

Responsibilities

• Lead and motivate a team of professionals to meet service delivery metrics.
• Coach, develop, and provide feedback to team members; document coaching in the portal.
• Handle escalations and resolve customer complaints in line with company policies.
• Manage work allocation and day-to-day administrative tasks for the team.

Skills

English proficiency

Communication skills

Team leadership

Education

College level or equivalent

Job description

The Operations Supervisor is an entry level supervisory role, responsible for leading, motivating & retaining a team of professionals with accountability on all Service Delivery parameters, supervisory responsibilities inclusive of work allocation, performance coaching & feedback and general day to day administration of professionals.

• Voice based CS Supervisor for a US based mortgage customers.
• Team Supervisor would be responsible for handling Agent’s overall employment and process concerns and resolving customer complaints especially for escalations
• Would have direct intervention expectations for assigned team members who may have metric or disciplinary challenges in accordance with WNS policies and procedures.
• Team Supervisors will be the people champion in ensuring that appropriate coaching is documented in the portal to ensure their direct employee’s development.

Qualifications:

• At least College Level or equivalent;
• Excellent English Communication Skills; Strong comprehension skills and Limited language systematic error
• At Least 1-2 Years Voice US Customer Service and Sales Experience Banking and Financial and/or US Mortgage Background is preferred, with understanding of financial process
• Amenable to work onsite in Quezon City - Eastwood, Libis
• Amenable to work on Graveyard shift schedule