Operations Lead

SmartRecruiters, Inc.; Manila; On-site; PHP 420,000 - 720,000; Full time

Benefits offered by this job

Structured career path

Growing and expanding team - internal?

Safe work environment

Free HMO coverage from day 1, domestic

Skills training opportunities

Paid leaves

Job summary

WNS is seeking a Customer Service Team Lead to oversee a team of representatives, driving performance, attendance, service levels, and customer satisfaction. The role includes coaching and regular performance discussions to help the team meet targets and resolve escalations efficiently.

The position emphasizes strong leadership in a BPO environment, focusing on optimizing operations and delivering quality support to clients across multiple domains.

Qualifications

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

Responsibilities

• 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.

Job description

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. Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

• 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.

Qualifications

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

Additional Information

Benefits and Company Perks:

• Structured career path
• Growing and expanding team - more internal career progression opportunities for all
• Safe work environment
• Free HMO coverage from day 1, including your domestic partner
• Skills training opportunities
• Paid leaves