Operations Lead

WNS; Metro Manila; On-site; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Structured career path

Internal career progression

Safe work environment

Free HMO coverage

Domestic partner coverage

Skills training

Paid leaves

Job summary

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.

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.

Skills

Team leadership

Coaching

Performance monitoring

Escalation handling

Job description

Company 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.

Company 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