Operations Lead – Team Coaching & Performance (BPO)

SmartRecruiters, Inc.; Iloilo City; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Free HMO coverage from day 1

Career progression opportunities

Safe work environment

Paid leaves

Job summary

WNS, part of Capgemini, is seeking a senior team lead to drive performance of a 15-20 member service Associates team in Iloilo City. You will coach, review performance, and ensure floor coverage and smooth daily operations while partnering with client leadership on business reviews.

Responsibilities include process updates, recruitment support, and mentoring Assistant Managers and Supervisors to achieve service levels and profitability.

Qualifications

• Minimum of 8+ years experience entailing BPO, particularly in domain accounts.

Responsibilities

• Ensures service levels, targets, and client requirements are met.
• Manages client relationships and provides regular performance updates.
• Analyzes performance and implements process improvements and action plans.
• Ensures compliance with client and company policies and procedures.
• Coordinates with cross-functional teams to resolve operational issues.
• Monitors trends, financial performance, and account profitability.
• Leads, mentors, and develops Assistant Managers and Supervisors.
• Manages priorities, delegates tasks, and ensures timely completion.
• Prepares performance dashboards, capacity reports, and other reports.
• Drives team engagement through coaching, team-building, and recognition activities.

Skills

Team leadership

Coaching

Performance management

Client relationship management

Job description

WNS, part of Capgemini, is seeking a senior team lead to drive performance of a 15-20 member service Associates team in Iloilo City. You will coach, review performance, and ensure floor coverage and smooth daily operations while partnering with client leadership on business reviews.

Responsibilities include process updates, recruitment support, and mentoring Assistant Managers and Supervisors to achieve service levels and profitability.