Inbound Service Team Lead - Insurance Policies

EXL Service Philippines, Inc.; Pasay; On-site; PHP 600,000 - 800,000; Full time

Job summary

A leading outsourcing firm in Metro Manila is seeking a Team Manager to oversee an inbound customer service team. You will ensure service levels and quality targets are met while coaching team members for performance improvement. Ideal candidates have experience in customer service and team management, along with a background in insurance-related processes. This role offers opportunities to lead and motivate a dynamic team in a fast-paced environment.

Qualifications

• Experience managing teams in customer service environments.
• Ability to handle difficult conversations and customer escalations.
• Understanding of performance metrics and quality targets.

Responsibilities

• Manage team and ensure service level and quality targets are met.
• Monitor team performance and implement improvements.
• Provide coaching and feedback to team members.
• Motivate team members and manage absenteeism.

Skills

Team management

Customer service excellence

Coaching and feedback

Performance monitoring

Education

Completed 2 years of college

Job description

A leading outsourcing firm in Metro Manila is seeking a Team Manager to oversee an inbound customer service team. You will ensure service levels and quality targets are met while coaching team members for performance improvement. Ideal candidates have experience in customer service and team management, along with a background in insurance-related processes. This role offers opportunities to lead and motivate a dynamic team in a fast-paced environment.