Team Leader

Datamatics CMS PH; Pasig; On-site; PHP 720,000 - 1,000,000; Full time

Job summary

Datamatics CMS PH in Pasig is seeking a Team Leader for Customer Service to oversee a team of agents and ensure effective handling of inbound inquiries and FNOL claims. The role requires strong leadership and insurance industry experience with a focus on customer care and claims management.

You will guide performance, develop training programs, and collaborate with other departments to streamline processes while addressing escalations and maintaining high service standards.

Qualifications

• 3 years proven experience in a supervisory role within the insurance industry, specifically in customer service or claims handling.
• In-depth knowledge of workers' compensation insurance and FNOL procedures.
• Excellent leadership and team management skills.
• Strong problem-solving abilities and the capacity to handle escalated issues.
• Proficiency in using customer service and team management tools.

Responsibilities

• Lead and manage a team of Customer Service Agents, providing guidance and support.
• Monitor and ensure the quality and accuracy of FNOL call handling and claims processing.
• Develop and implement training programs to enhance team performance and knowledge of insurance products and services.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Address escalated customer issues and work towards resolution in a timely manner.
• Collaborate with other departments to streamline processes and improve customer service efficiency.

Skills

Leadership

Team management

FNOL knowledge

Customer service

Process improvement

Job description

The Team Leader for Customer Service will oversee a team of Customer Service Agents, ensuring that all inbound inquiries and FNOL claims are handled effectively. The role requires strong leadership skills and experience in the insurance industry, with a focus on customer care and claims management.

Key responsibilities

• Lead and manage a team of Customer Service Agents, providing guidance and support.
• Monitor and ensure the quality and accuracy of FNOL call handling and claims processing.
• Develop and implement training programs to enhance team performance and knowledge of insurance products and services.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Address escalated customer issues and work towards resolution in a timely manner.
• Collaborate with other departments to streamline processes and improve customer service efficiency.

Qualifications & Desired Skills

• 3 years proven experience in a supervisory role within the insurance industry, specifically in customer service or claims handling.
• In-depth knowledge of workers' compensation insurance and FNOL procedures.
• Excellent leadership and team management skills.
• Strong problem-solving abilities and the capacity to handle escalated issues.
• Proficiency in using customer service and team management tools.