Job Description

Qualifications

  • Bachelor’s degree preferred; graduate of business administration or accountancy
  • 5+ years in AP/call center/vendor helpdesk leadership, preferably in logistics or BPO.
  • Proven experience in outsourcing transitions (vendor management preferred).
  • Advanced Excel/analytical skills (good to have experience in dynamics AX, RingCentral knowledge a plus).
  • Strong decision-making, conflict-resolution, and prioritization abilities.
  • Flexibility to work during peak periods as needed.

Job Description

Team Leadership & Operations

  • Supervise a team of analysts, ensuring adherence to SLAs and quality standards.
  • Monitor daily call volume (200–250 calls) and redistribute workload to meet performance targets.

Escalation & Complex Issue Resolution

  • Resolve high-priority escalations (e.g., legal/bond inquiries, large payment disputes).
  • Identify and pr...

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