Team Leader - Customer Experience Coach

Sun Life; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sun Life Philippines seeks a Team Leader for the Asia Service Centre in Manila. You will ensure a consistent, excellent customer service experience for clients, CCRs and providers by coaching and developing the team to meet SLAs and performance targets.

You will report to the Operations Manager, lead a structured, fast-paced environment, and drive continuous improvement through strong leadership, change management and collaboration across functions.

Qualifications

• University degree required.
• 5–7 years’ work experience with at least the last 5 in an international call center.
• At least 2 years experience in a supervisory position.
• Proven customer service skills.
• Proven leadership capability and a strong results orientation.
• Strong coaching, leading and performance management skills.
• Ability to influence change through positive motivation.
• Excellent change management and communication skills.
• Strong team player / team building abilities.
• Strong IPR skills.

Responsibilities

• Manage team performance daily ensuring service and quality objectives are met.
• Maintain high employee retention.
• Provide leadership, coaching, and mentoring to CCRs to develop competencies.
• Analyze metrics and ensure CCRs take timely action.
• Equip staff with knowledge, training, tools and technology to achieve results.
• Champion the coaching model.
• Foster a culture of participation, learning and accountability.
• Recruit staff to meet business objectives.
• Ensure adoption and sustenance of change.
• Interact directly with members as required.
• Manage absenteeism/vacations per policy.
• Participate in projects as needed.

Skills

Customer service skills

Leadership capability

Communication skills

Team building

Change management skills

IPR skills

Education

University degree

Job description

Sun Life Philippines seeks a Team Leader for the Asia Service Centre in Manila. You will ensure a consistent, excellent customer service experience for clients, CCRs and providers by coaching and developing the team to meet SLAs and performance targets.

You will report to the Operations Manager, lead a structured, fast-paced environment, and drive continuous improvement through strong leadership, change management and collaboration across functions.