Team Lead (Insurance Account)

WNS; Quezon City; On-site; PHP 540,000 - 750,000; Full time

Job summary

WNS in the Philippines is seeking a Team Lead to manage a customer service group handling insurance policy inquiries. You will coach, engage, and support reps, monitor critical SLAs/KPIs, and drive real-time floor support and performance improvement plans.

Onsite role located at Bridgetowne, Quezon City. Ideal candidates have a Bachelor's degree and 3+ years as a Team Lead in a contact center, with leadership and people-management skills; Insurance account experience is preferred.

Qualifications

• Bachelor's degree or equivalent required.
• 3+ years as a Team Lead/Supervisor in a contact center environment.
• Experience handling an Insurance account is preferred.
• Demonstrated leadership and people-management skills.
• Knowledge of organizational effectiveness and operations management best practices.

Responsibilities

• Handles a team of customer service representatives receiving inbound calls about insurance policies.
• Manages team performance with critical SLAs and KPIs.
• Coaches, engages, and supports representatives.
• Handles Adhoc 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

Leadership

People management

Coaching

Performance management

Education

Bachelor's degree

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 - Bridgetowne, Quezon City