Operations Leader — BPO Team Coaching & Efficiency

SmartRecruiters, Inc.; Manila; On-site; PHP 1,000,000 - 1,400,000; Full time

Benefits offered by this job

Free HMO coverage from day 1

Job summary

WNS, part of Capgemini, is seeking an experienced Operations Leader in Manila to oversee a team of 15–20 Service Associates. You will drive performance, coaching, and policy adherence while maintaining optimal floor coverage and smooth daily operations.

You will partner with Operations and Client Leadership, communicate requirements, and lead engagement initiatives to improve team results. A strong BPO background with domain account experience is essential.

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

People management

Team coaching

Performance management

Operational excellence

Reporting and dashboards

Job description

WNS, part of Capgemini, is seeking an experienced Operations Leader in Manila to oversee a team of 15–20 Service Associates. You will drive performance, coaching, and policy adherence while maintaining optimal floor coverage and smooth daily operations.

You will partner with Operations and Client Leadership, communicate requirements, and lead engagement initiatives to improve team results. A strong BPO background with domain account experience is essential.