Team Lead, Customer Experience & Quality

Insurance Support Services International Corporation; Taguig; On-site; PHP 335,000 - 558,000; Full time

Benefits offered by this job

Paid Time Off

Team building events

Free meals & snacks

Competitive pay

14th month pay

HMO

Job summary

Insurance Support Services International Corporation in the Philippines seeks a team lead to coordinate CSR activities, coach agents, and ensure service levels. You will handle inbound/outbound calls and assist with administrative tasks while promoting best practices to build a high-performing team.

Responsibilities include mentoring the group of CSRs to meet KPIs, acting as SME, handling client interactions, and supporting quality and operations with coaching and daily reporting.

Qualifications

• 4-year degree preferred or required.
• 1–4 years of leadership or senior-level experience preferred but not required.
• Minimum of 2 years in a BPO background preferred but not required.
• Must possess a positive attitude and strong leadership/people skills.
• Flexibility to work long hours when needed.

Responsibilities

• Train and mentor CSR group to ensure KPIs are met.
• Serve as SME and provide support while frontline reps perform their functions.
• Assist operations in investigating, reporting, and identifying resolutions to inquiries and complaints.
• Interact with management and/or clients as required.
• Enhance supervision and coordination of the Business Development Associates and take full responsibility for the team.
• Handle inbound/outbound calls to support service level adherence.
• Maintain professionalism with internal and external customers.
• Record and maintain daily reporting and assist with administrative tasks.
• Support Quality and Operations teams in quality monitoring and coaching.

Skills

Leadership skills

People skills

Communication skills

Flexibility

Education

4-year degree

Job description

Insurance Support Services International Corporation in the Philippines seeks a team lead to coordinate CSR activities, coach agents, and ensure service levels. You will handle inbound/outbound calls and assist with administrative tasks while promoting best practices to build a high-performing team.

Responsibilities include mentoring the group of CSRs to meet KPIs, acting as SME, handling client interactions, and supporting quality and operations with coaching and daily reporting.