Mortgage Collections Team Lead — Coaching & Ops (US)

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

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.