Customer Service Team Leader

WNS Assistance Limited; Philippines; Presencial; PHP 446.000 - 893.000; Jornada completa

Descripción de la vacante

WNS Assistance Limited in the Philippines is seeking a capable Team Lead to oversee an insurance customer service team. You will guide representatives to resolve inquiries and maintain service quality.

You will coach staff, monitor critical SLAs and KPIs, and handle ad-hoc tasks such as timesheet validation, real-time AHT monitoring, and floor support. Onsite at Bridgetowne, Quezon City.

Formación

• Bachelor's degree required.
• At least 3 years as a Team Lead/Supervisor in a contact center.
• Experience handling an Insurance account preferred.
• Demonstrated leadership and people management skills.
• Knowledge of organizational effectiveness and operations management.

Responsabilidades

• Lead a team of customer service representatives handling inbound calls about insurance policies.
• Manage team performance to meet critical SLAs and KPIs.
• Coach, engage, and support representatives for improvement.
• Handle ad hoc tasks such as validating timesheets, real-time AHT monitoring, and floor support.
• Conduct random call listening to identify opportunities and create action plans.

Conocimientos

Team leadership

People management

Coaching

Operational excellence

Educación

Bachelor's degree

Descripción del empleo

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 - Bridgetowne, Quezon City