Assistant Manager Operations

WNS Global Services, Inc.; Quezon City; On-site; PHP 446,000 - 725,000; Full time

Job summary

WNS Global Services, Inc. is seeking a Team Lead/Supervisor for its insurance account in the Philippines. The role requires leading a team of customer service representatives handling inbound calls about policies, coaching staff, and ensuring performance against SLAs and KPIs. Onsite work is required at Quezon City or Alabang.

The ideal candidate has 3+ years in a contact center leadership role, with leadership and people management skills, and experience with insurance accounts preferred.

Qualifications

• 3+ years as a Team Lead or Supervisor in a contact center
• Experience handling insurance accounts preferred
• Strong leadership and people management skills
• Ability to coach, engage and support representatives
• Willingness to work onsite at Quezon City or Alabang site

Responsibilities

• Lead a team of customer service representatives handling inbound calls about insurance policies
• Manage team performance against critical SLAs and KPIs
• Coach, engage, and support representatives
• Handle adhoc tasks such as validating timesheets and real-time call outs for AHT
• Perform random call listening to identify opportunities and create action plans

Skills

Leadership

People management

Team leadership

Coaching

Operations management

Time management

Insurance knowledge

Education

Bachelor's degree or equivalent

Job description

Job Description:

• Handles a team of customer service representatives who receive inbound calls from customers who have inquiries/concerns about their insurance policy




• Responsible with managing team performance - critical SLAs and KPIS




• Responsible with coaching, engaging, and supporting representatives




• Responsible with handling Adhoc tasks like managing/validating representative timesheet, real time call outs for AHT, and floor support




• Responsible for random call listening for critical SLAs to identify representative opportunities and creating action plans

Qualifications:

• College/Bachelor’s Degree or equivalent




• With at least 3 years as a Team Lead/Supervisor in a contact center environment




• Experience handling an Insurance account is preferred




• Demonstrated leadership ability and excellent people management skills.




• Knowledge and experience in organizational effectiveness and operations management implementing best practices.




• Amenable to work Onsite - Quezon City or Alabang Site