Operations Lead

WNS Global Services, Inc.; Iloilo City; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

WNS, part of Capgemini, is seeking a seasoned Team Leader to guide a Late-Stage Agents team in Iloilo City. You will coach, monitor performance, manage attendance, and support escalations to ensure compliant, effective collections operations.

The role emphasizes driving KPIs, collaborating with Quality, Training, and Operations, and fostering a high-performance, engaging work environment. A Bachelor’s degree and BPO experience are required.

Formación

• 3–5 years in BPO/Call Center operations or similar domain.
• Proven experience leading a team of agents and driving performance.
• Background in collections or customer-facing processes is a plus.

Responsabilidades

• Lead, coach, and develop a team of Late-Stage Agents to meet goals.
• Monitor daily collections performance, productivity, and recovery metrics.
• Conduct coaching sessions, call reviews, and performance discussions.
• Manage attendance, schedule adherence, and workforce utilization.
• Provide guidance on complex interactions, escalations, and resolutions.
• Ensure compliance with regulations, client requirements, and policies.
• Analyze team data to improve recovery rates and efficiency.
• Drive KPIs including collections, promise-to-pay, quality, and CX.
• Collaborate with Quality, Training, WFM, and Operations teams.
• Conduct performance evaluations and support development planning.
• Promote employee engagement and a high-performance culture.
• Identify process improvements and assist with implementations.
• Prepare performance updates and actionable insights for management.

Conocimientos

Team leadership

Coaching

Performance management

Data analysis

Educación

Bachelor's Degree

Descripción del empleo

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS' core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.

Job Description:

• Lead, coach, and develop a team of Late-Stage Agents to achieve individual and team performance goals.

• Monitor daily collections performance, productivity, and recovery metrics, taking corrective action as needed.

• Conduct regular coaching sessions, call reviews, and performance discussions to improve agent effectiveness.

• Manage attendance, schedule adherence, and workforce utilization within the team.

• Provide guidance and support on complex customer interactions, escalations, and account resolutions.

• Ensure all collection activities comply with applicable regulations, client requirements, and company policies.

• Analyze team performance data and identify opportunities to improve recovery rates and operational efficiency.

• Drive achievement of key performance indicators (KPIs), including collections, promise-to-pay conversion, quality, compliance, and customer experience metrics.

• Collaborate with Quality, Training, Workforce Management, and Operations teams to support business objectives.

• Conduct performance evaluations and contribute to employee development and succession planning.

• Manage employee engagement initiatives and foster a positive, high-performance team environment.

• Identify process improvement opportunities and support the implementation of operational enhancements.

• Prepare and communicate performance updates, action plans, and business insights to management.

Qualifications:

• At least 3-5 years BPO experience in any account

• Minimum 2 years of experience as a BPO Team Leader

• Bachelor's Degree graduate

• Amenable to work in a shifting schedule