Insurance Team Leader

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

Job Description

• Handles a team of customer service representatives who receive inbound calls from customers who have inquiries/concerns about their insurance policy
• Responsible with managing team performance - critical SLAs and KPIS
• Responsible with coaching, engaging, and supporting representatives
• Responsible with handling Adhoc tasks like managing/validating representative timesheet, real time call outs for AHT, and floor support
• Responsible for random call listening for critical SLAs to identify representative opportunities and creating action plans

Qualifications

• College/Bachelor’s Degree or equivalent
• With at least 3 years as a Team Lead/Supervisor in a contact center environment
• Experience handling an Insurance account is 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