Operations Team Lead: Service Quality & Coaching

EXL Service Philippines, Inc.; Quezon City; On-site; PHP 670,000 - 949,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a Team Lead to manage contact center operations in Metro Manila. The role focuses on achieving service levels, quality targets, and customer satisfaction through effective team management and coaching.

You will monitor performance, mentor new hires, and collaborate with the Partnering Performance team to deliver innovative solutions for evolving customer needs. A strong grasp of insurance processes and MS Office tools will support daily duties and

Qualifications

• Ability to manage teams and ensure service levels and quality targets are met.
• Provide coaching and feedback to team members for improved performance.
• Strong attention to detail when reviewing tasks, reports, and performance metrics.
• Knowledge of the Insurance industry and related processes.
• Proficient in MS Office (Excel, PowerPoint, Word, Outlook).
• Ability to plan, prioritize tasks, and meet deadlines.
• Adherence to company policies, code of conduct, and client requirements.

Responsibilities

• Manage teams and ensure Service Level and quality targets are met
• Collaborate with client’s Partnering Performance team to relentlessly deliver solutions that will serve evolving customer needs and drive an exceptional customer service culture
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
• Monitor team performance and display a clear level of understanding of all performance reporting
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Provide coaching and feedback to team members to enable them to improve their performance
• Provide inputs on process and system to the team members
• Manage the team’s adherence to rostered schedules through real time monitoring
• Ability to manage difficult conversations, irate customers and escalations
• Client interaction, where required at the level of supervisors
• Effectively manage queue and balancing of work loads
• Motivate team members, manage absenteeism and attrition by building a resilient, engaged team, with a culture of innovation and continuous improvement
• Leads and advocates change when necessary, supporting positive outcomes from change, including supporting the team through change

Skills

Team management

Coaching & feedback

Attention to detail

Insurance knowledge

MS Office proficiency

Planning & prioritization

Policy compliance

Job description

EXL Service Philippines, Inc. is seeking a Team Lead to manage contact center operations in Metro Manila. The role focuses on achieving service levels, quality targets, and customer satisfaction through effective team management and coaching.

You will monitor performance, mentor new hires, and collaborate with the Partnering Performance team to deliver innovative solutions for evolving customer needs. A strong grasp of insurance processes and MS Office tools will support daily duties and