Insurance Contact Center Operations Lead

WNS Global Services, Inc.; Quezon City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

WNS Global Services, Inc. in Quezon City seeks a Team Lead to manage a customer service team handling inbound insurance policy inquiries.

You will monitor performance against SLAs and KPIs, coach representatives, and support floor operations, including timesheet validation and real-time AHT adjustments.

The role requires onsite work at Quezon City or Alabang, with leadership experience in a contact center and knowledge of insurance accounts.

Qualifications

• Bachelor’s degree or equivalent.
• At least 3 years as a Team Lead/Supervisor in a contact center.
• 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.

Responsibilities

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

Skills

Leadership

People management

Operations management

Organizational effectiveness

Education

Bachelor’s degree

Job description

WNS Global Services, Inc. in Quezon City seeks a Team Lead to manage a customer service team handling inbound insurance policy inquiries.

You will monitor performance against SLAs and KPIs, coach representatives, and support floor operations, including timesheet validation and real-time AHT adjustments.

The role requires onsite work at Quezon City or Alabang, with leadership experience in a contact center and knowledge of insurance accounts.