Team Lead (Insurance Account)

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 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 - Bridgetowne, Quezon City