Insurance Collections Team Lead & Performance Coach

WNS Global Services, Inc.; Metro Manila; On-site; PHP 500,000 - 750,000; Full time

Job summary

WNS Global Services, Inc. in Metro Manila is seeking a seasoned BPO Team Leader for late-stage collections to coach a skilled team, drive performance, and ensure compliance with regulations and client requirements.

You will monitor daily metrics, conduct coaching, manage schedules, and guide complex customer interactions to improve recovery outcomes. You will partner with Quality, Training, and Operations to align on KPIs such as collections, promise-to-pay conversion, and customer experience,

Qualifications

• 3–5 years BPO experience in Insurance accounts.
• At least 2 years as a BPO Team Leader.
• Bachelor’s Degree completed.
• Amenable to work in a shifting schedule.

Responsibilities

• Lead, coach, and develop a team of Late-Stage Agents to achieve performance goals.
• Monitor daily collections performance, productivity, and recovery metrics.
• Conduct regular coaching sessions, call reviews, and performance discussions.
• Manage attendance, schedule adherence, and workforce utilization.
• Provide guidance on complex customer interactions, escalations, and resolutions.
• Ensure compliance with regulations, client requirements, and policies.
• Analyze team data to improve recovery rates and efficiency.
• Drive KPIs including collections, promise-to-pay conversion, quality and CX.

Skills

BPO experience

Team leadership

Insurance domain knowledge

Shift work

Education

Bachelor’s Degree

Job description

WNS Global Services, Inc. in Metro Manila is seeking a seasoned BPO Team Leader for late-stage collections to coach a skilled team, drive performance, and ensure compliance with regulations and client requirements.

You will monitor daily metrics, conduct coaching, manage schedules, and guide complex customer interactions to improve recovery outcomes. You will partner with Quality, Training, and Operations to align on KPIs such as collections, promise-to-pay conversion, and customer experience,