Customer Service Team Leader

WNS Global Services, Inc.; Quezon City; On-site; PHP 420,000 - 540,000; Full time

Job summary

WNS Global Services, Inc. is seeking a Team Lead to supervise a group of inbound call agents handling insurance policy inquiries in Quezon City. You will drive performance against SLAs/KPIs, coach agents, and participate in real-time floor support.

The ideal candidate has 3+ years as a team lead in a contact center, with insurance/financial experience, and strong leadership skills to manage a busy team onsite.

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/Financial 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.

Responsibilities

• Lead a team of customer service representatives handling inbound calls from customers who have inquiries/concerns about their insurance policy.
• Manage team performance - critical SLAs and KPIS.
• Coach, engage, and support representatives.
• Handle 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.

Skills

Team Leadership

People Management

Coaching & Feedback

Performance Management

Time Management

Education

Bachelor’s Degree

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/Financial 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