Customer Service Team Leader

Job Description

Handles a team of customer service representatives who receive inbound calls from customers who have inquiries/concerns about their insurance policyResponsible with managing team performance - critical SLAs and KPISResponsible with coaching, engaging, and supporting representativesResponsible with handling Adhoc tasks like managing/validating representative timesheet, real time call outs for AHT, and floor supportResponsible for random call listening for critical SLAs to identify representative opportunities and creating action plans

Qualifications

College/Bachelor’s Degree or equivalentWith at least 3 years as a Team Lead/Supervisor in a contact center environmentExperience handling an Insurance account is preferredDemonstrated 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