Operations Supervisor - Insurance Account

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

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/Financial 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