Insurance Customer Service Team Lead

WNS Global Services, Inc.; Quezon City; On-site; PHP 670,000 - 949,000; Full time

Job summary

WNS Global Services, Inc. is seeking a Team Lead to manage a group of customer service representatives handling inbound calls about insurance policies. The role focuses on achieving critical SLAs and KPIs while coaching and supporting the team.

The position requires 3+ years as a Team Lead/Supervisor in a contact center, with preference for insurance account experience. Onsite work is required in Quezon City or Alabang, Philippines.

Qualifications

• College/Bachelor’s Degree or equivalent.
• 3+ years as Team Lead/Supervisor in a contact center environment.
• Experience handling an Insurance account 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 or Alabang Site.

Responsibilities

• Leads a team of customer service representatives handling inbound calls about insurance policies.
• Manages team performance against critical SLAs and KPIs.
• Coaches, engages, and supports representatives.
• Handles ad hoc tasks like validating timesheets and real time call outs for AHT; provides floor support.
• Conducts random call listening to identify opportunities and creates action plans.

Skills

Team leadership

People management

Coaching

Call center ops

Performance monitoring

Communication

Education

Bachelor's degree

Job description

WNS Global Services, Inc. is seeking a Team Lead to manage a group of customer service representatives handling inbound calls about insurance policies. The role focuses on achieving critical SLAs and KPIs while coaching and supporting the team.

The position requires 3+ years as a Team Lead/Supervisor in a contact center, with preference for insurance account experience. Onsite work is required in Quezon City or Alabang, Philippines.