Wilfred L.
Senior BPO Operations Manager
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Wilfred L. is a seasoned Senior Operations Manager with more than 15 years of leadership experience in the BPO and contact center industry. Based in Zamboanga City, he has consistently managed large-scale customer support operations, directing teams of up to 100+ FTEs to meet and surpass performance targets such as AHT, CSAT, SLA, and QA. As a certified Lean Six Sigma Master Black Belt, Wilfred L. has driven operational excellence through data-driven process improvement initiatives, leading to measurable gains like an 18% reduction in average handle time and a 15% increase in customer satisfaction. His career includes progressive leadership at Concentrix and TELUS International Philippines, where he delivered results in KPI management, workforce planning, and governance, while aligning operational strategy with client and business objectives in high-volume support and moderation environments.
Experience
Operations Manager (Leadership Development Program)
Concentrix · 2024 — 2025Oversaw high-volume operations, managing a workforce of 80–100+ FTEs. Focused on driving improvements in KPIs, achieving reductions in AHT and enhancements in CSAT while maintaining SLA adherence above 95%. Employed Lean Six Sigma methodologies to optimize processes and structured governance to decrease escalations by 15%. Collaborated with clients and leadership to ensure operational strategy alignment.Senior Team Leader
Concentrix · 2023 — 2024Managed a team of 40–60 FTEs within customer support operations. Achieved an 18% increase in productivity and raised QA scores to above 96%. Led performance reviews while spearheading continuous improvement initiatives.Team Leader
Concentrix · 2022 — 2023Ensured consistent performance in KPIs pertaining to AHT, CSAT, and SLA. Implemented engagement strategies leading to a 10% reduction in absenteeism.Team Leader
TELUS International Philippines · 2015 — 2022Led teams of 30–50 FTEs within support and moderation operations. Achieved 90–95% attainment of KPIs across key performance metrics. Enhanced retention rates by 15% through effective onboarding and coaching practices.Earlier Roles
TELUS International Philippines | ePerformax · 2009 — 2015Worked in various positions including Customer Support, Content Moderation, and Billing Specialist. Consistently surpassed KPIs while maintaining a high level of customer satisfaction.
Skills & Expertise
Education
- BS Business ManagementAsia Pacific College
- Diploma in Electronics Technology (Highest Honors, DOST Scholar)ZCPC
- BA Mass Communication (Journalism)WMSU
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