Call Centre Team Leader (Insurance)
New
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TwoconnectInsurance, contact centre
Workable workplace: remote; Workable locations: Metro Manila, Philippines; Permanent work from home, Monday–Friday: 7:00 AM – 4:00 PM PHT (adjustments will be made for daylight saving time)Full-TimeLead
Salary not disclosed
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Job Details
- Required Skills
- Customer service
Requirements
- Demonstrated experience leading, supervising or coaching a customer service, sales or contact centre team.
- Strong people leadership, coaching and mentoring capability.
- Demonstrated ability to drive team performance against sales, service and retention targets.
- Strong understanding of sales conversion, retention and customer service principles.
- Experience managing customer service escalations and difficult customer interactions.
- Strong written and verbal communication skills for giving direction, feedback and coaching.
- Strong problem-solving and decision-making skills.
- Ability to identify performance or service issues and provide timely, practical coaching and support.
- Ability to balance sales performance with positive customer outcomes.
- Strong organisational skills to manage team priorities, coaching requirements and escalations.
- Experience leading or supporting onshore and offshore team members is highly regarded.
- Experience in insurance, policy administration or a similar customer service environment is desirable but not essential.
Responsibilities
- Provide day-to-day leadership, supervision and support across the contact centre team.
- Lead consultants across retail sales and policy administration activities.
- Drive sales and retention performance against team targets and KPIs.
- Monitor inbound and outbound activity, conversion and customer outcomes.
- Coach and mentor consultants through regular feedback and development.
- Identify performance gaps, errors and recurring issues, and provide coaching and follow-up.
- Act as the escalation point for complex customer service matters and support difficult customer interactions.
- Support policy administration, renewals and retention activity.
- Communicate team expectations, priorities and performance, and support collaboration between onshore and offshore team members.
- Provide customer-facing support primarily through escalations and advice rather than routine queue coverage.
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