Customer Operations Lead — Coach, Optimize, Deliver

WNS; Metro Manila; Sur place; PHP 446 000 - 725 000; Plein temps

Avantages offerts par ce poste

Structured career path

Internal career progression

Safe work environment

Free HMO coverage

Domestic partner coverage

Skills training

Paid leaves

Résumé du poste

WNS in the Philippines seeks a Team Lead in customer service to lead a team of representatives, driving performance against targets and ensuring service levels.

You will monitor attendance, quality, and customer satisfaction, conduct coaching sessions, and handle escalations to deliver timely resolutions.

This role emphasizes people management, domain knowledge in BPO, and opportunities for growth within a global delivery network.

Qualifications

• Must have at least 3 years relevant work experience in a BPO setting.
• Domain account experience preferred.

Responsabilités

• Lead and manage a team of customer service representatives to achieve operational, productivity, and performance targets.
• Monitor daily team performance, including attendance, service levels, quality and customer satisfaction.
• Conduct regular coaching, performance discussions, and feedback sessions to help agents meet and exceed targets.
• Handle escalations and provide timely resolutions to complex customer or operational concerns.

Connaissances

Team leadership

Coaching

Performance monitoring

Escalation handling

Description du poste

WNS in the Philippines seeks a Team Lead in customer service to lead a team of representatives, driving performance against targets and ensuring service levels.

You will monitor attendance, quality, and customer satisfaction, conduct coaching sessions, and handle escalations to deliver timely resolutions.

This role emphasizes people management, domain knowledge in BPO, and opportunities for growth within a global delivery network.