Out of Hours Team Leader – Operations (Fully Remote)

WNS; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

WNS in the United States seeks a Team Leader to guide a 10-18 person motor insurance claims team in a fast-paced environment, covering twilight and weekend shifts. You will coach and develop staff, monitor performance against SLAs and KPIs, and handle attendance and escalations.

Candidate should have prior team leadership experience in insurance, claims, or contact centres, and strong people management and communication skills to drive exceptional service and operational excellence.

Qualifications

• Experience leading teams in insurance, claims, or contact centres.
• Proven coaching and people development track record.
• Strong communication and stakeholder management skills.

Responsibilities

• Coach, develop, and monitor team performance against SLAs and KPIs.
• Manage attendance, conduct, and act as escalation point for complex issues.
• Demonstrate prior team-leadership experience in insurance, claims, or contact centres.
• Display strong people management, coaching, and communication skills.

Skills

Team leadership

Insurance claims

Customer service

Coaching

Job description

• Lead a team of 10-18 in a fast-paced motor insurance claims operation.
• Deliver exceptional service across twilight and weekend shifts.

Key Responsibilities:

• Coach, develop, and monitor team performance against SLAs and KPIs.
• Manage attendance, conduct, and act as escalation point for complex issues.
• Previous Team Leader experience in insurance, claims, or contact centres.
• Strong people management, coaching, and communication skills.

WNS

WNS, part of Capgemini, is a global leader in intelligent operations serving 700+ clients with AI-powered solutions. With over 66,000 employees across 13 countries, we deliver human-led, tech-driven outcomes for clients and communities.