Team Lead with Retirement Services Insurance Experience | EXL MOA

EXL Service Philippines, Inc.; Pasay; On-site; PHP 600,000 - 800,000; Full time

Job summary

A leading outsourcing firm in Metro Manila is seeking a Team Manager to oversee an inbound customer service team. You will ensure service levels and quality targets are met while coaching team members for performance improvement. Ideal candidates have experience in customer service and team management, along with a background in insurance-related processes. This role offers opportunities to lead and motivate a dynamic team in a fast-paced environment.

Qualifications

• Experience managing teams in customer service environments.
• Ability to handle difficult conversations and customer escalations.
• Understanding of performance metrics and quality targets.

Responsibilities

• Manage team and ensure service level and quality targets are met.
• Monitor team performance and implement improvements.
• Provide coaching and feedback to team members.
• Motivate team members and manage absenteeism.

Skills

Team management

Customer service excellence

Coaching and feedback

Performance monitoring

Education

Completed 2 years of college

Job description

General Function:

• Manage team handling Inbound Calls for policy servicing & updating client system with changes required for multiple insurance policies.
• Support client’s strategy by driving service excellence through effective management of an inbound customer contact centre team, across multiple brands and products

Essential Functions:

• 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

Qualifications:

1. 2 yrs college undergrad completed, no back subjects
2. Retirement Services Insurance Account background; back-office (documentation, IRS, audit)