Senior Training & Process Improvement Lead

WNS; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

WNS Philippines is seeking a proactive leader to head the CCT team for PHP accounts. You will mentor staff, coordinate training delivery, and ensure high-quality customer communications, both in facilitation and coaching.

Your role includes applying process improvements and keeping stakeholders updated on performance metrics. You will rely on strong project management, English fluency, and data-driven insights to raise CSAT, NPS, and CES scores while managing multiple teams across locations.

Qualifications

• Graduate qualification required.
• Experience leading training teams and programs.
• Strong English proficiency and communication skills.

Responsibilities

• Lead and mentor the CCT team for PHP accounts.
• Drive CSAT/NPS/CES improvement initiatives.
• Provide real-time support to project teams.
• Develop and implement SOPs for training.
• Create and analyze KPIs across locations.
• Promote standardization and instructional design skills.

Skills

Leadership

Team management

English proficiency

Project management

Data analysis

KPI reporting

Education

Graduate

Tools

Articulate

Vyond

Adobe Suite

Job description

WNS Philippines is seeking a proactive leader to head the CCT team for PHP accounts. You will mentor staff, coordinate training delivery, and ensure high-quality customer communications, both in facilitation and coaching.

Your role includes applying process improvements and keeping stakeholders updated on performance metrics. You will rely on strong project management, English fluency, and data-driven insights to raise CSAT, NPS, and CES scores while managing multiple teams across locations.