Team Leader - Insurance Account

WNS Global Services, Inc.; Quezon City; On-site; PHP 50,000 - 70,000; Full time

Job summary

WNS Global Services, Inc. in the Philippines is seeking a skilled Team Lead to manage a group of customer service representatives handling insurance policy inquiries. You will drive performance and coach staff to meet critical SLAs and KPIs.

The role requires at least 3 years in a contact center leadership position, a college degree, and experience with Insurance/Financial accounts. Onsite work at Quezon City or Alabang sites is required.

Qualifications

• College/Bachelor’s Degree or equivalent.
• At least 3 years as a Team Lead/Supervisor in a contact center.
• Experience with Insurance/Financial accounts preferred.
• Demonstrated leadership and people-management skills.
• Knowledge of organizational effectiveness and operations management; able to implement best practices.

Responsibilities

• Handles a team of customer service representatives receiving inbound calls about insurance policy.
• Manages team performance against critical SLAs and KPIs.
• Coaches, engages, and supports representatives.
• Handles adhoc tasks like validating timesheets, real time call outs for AHT, and floor support.
• Performs random call listening for SLA improvements and creates action plans.

Skills

Leadership

People management

Coaching

Performance management

Operations management

Team supervision

Education

College/Bachelor’s Degree or equivalent

Job description

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/Financial 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 - Quezon City or Alabang Site