Team Lead – Insurance / Annuity / Group Pension

Comrise; Quezon City; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Comrise is seeking an experienced Team Lead / Supervisor to manage a voice-based BPO account supporting life insurance, annuity, or group pension products. The role focuses on team performance, service delivery, quality, coaching, reporting, and continuous process improvement.

You will lead a 10–15 FTE team, drive KPI, CSAT, and NPS targets, conduct quality checks, and implement improvements. Strong leadership, communication, and multi-tasking in a fast-paced environment are essential.

Qualifications

• Experience as Team Lead or Supervisor in a BPO environment.
• Knowledge of Life Insurance, Annuity, or Group Pension products is preferred.
• Strong leadership, communication, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead and support a team of 10–15 FTEs.
• Ensure service delivery targets are met (SLA, Abandon Rate, AHT, Shrinkage).
• Monitor team performance and provide timely feedback on gaps.
• Conduct timely quality checks and error analysis.
• Address process-related queries and identify training needs.
• Submit operational reports to the Delivery Manager on time.
• Drive process improvements to enhance efficiency, productivity and service quality.
• Build process/domain knowledge through training and accreditation.
• Promote ISMS/ISO policy awareness and maintain required documentation.
• Support process migrations including remote and onsite training.
• Coach team members to improve overall performance.
• Monitor KPIs and implement action plans when targets are not met.

Skills

Life Insurance

Team Lead in BPO

People management

Operations management

KPI tracking

Voice account management

Communication skills

Coaching

Problem-solving

Decision making

Multitasking

Job description

We are looking for an experienced Team Lead / Supervisor to manage a voice or predominantly voice-blended BPO account supporting Life Insurance, Annuity, or Group Pension products. The role will be responsible for team performance, service delivery, quality, coaching, reporting, and continuous process improvement.

Key Qualifications

• Knowledge of Life Insurance, Annuity, or Group Pension products is preferred.
• Proven experience as a Team Lead or Supervisor in a BPO environment.
• Strong leadership and people management skills.
• Experience in operations management and organizational effectiveness.
• Proven experience managing team performance metrics, including KPI, CSAT, and NPS targets.
• Strong background in managing 100% voice or predominantly voice-blended accounts.
• Excellent communication, coaching, problem-solving, and decision-making skills.
• Ability to manage multiple operational priorities in a fast-paced environment.

Key Responsibilities

• Manage and support a team of 10–15 FTEs.
• Ensure service delivery targets are consistently achieved, including Service Level, Abandon Rate, AHT, and Shrinkage.
• Monitor team performance and provide timely feedback on errors and performance gaps.
• Conduct timely quality checks and error analysis.
• Address process-related queries and identify team training and development needs.
• Ensure accurate and timely submission of operational reports to the Delivery Manager.
• Drive process improvement initiatives to improve efficiency, productivity, and service quality.
• Build strong process and domain knowledge through training and accreditation.
• Promote ISMS/ISO policy awareness and ensure required documentation is maintained.
• Support process migration activities, including remote and onsite training.
• Coach team members and provide guidance to improve individual and overall team performance.
• Monitor operational KPIs and implement action plans when targets are not met.