Operations Lead — Elevate Customer Service & Performance

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 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.