Insurance CS Team Lead - Coaching, SLAs & Real-Time Support

WNS Assistance Limited; Philippines; On-site; PHP 446,000 - 893,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Team leadership

People management

Coaching

Operational excellence

Education

Bachelor's degree

Job description

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.