Operations Lead

SmartRecruiters, Inc.; Philippines; On-site; PHP 350,000 - 650,000; Full time

Benefits offered by this job

Structured career path

Growing team with internal progression

Safe work environment

Free HMO coverage from day 1

Skills training opportunities

Paid leaves

Job summary

WNS, part of Capgemini, in the Philippines is seeking a Customer Service Team Lead to guide a team of agents and ensure targets are met in a dynamic BPO environment. You will monitor attendance, service levels, quality, and customer satisfaction while driving coaching and development to boost performance.

The role emphasizes managing escalations, delivering timely resolutions, and fostering a safe, productive work environment with structured career growth opportunities.

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

BPO experience

Domain account experience

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