Call Centre Team Leader – Insurance

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Provide daily leadership, oversight, and assistance to the contact centre team.

• Guide and support consultants in retail sales and policy administration tasks.

• Propel sales and retention results in alignment with defined team objectives and KPIs.

• Assess team performance for inbound and outbound activities, conversion rates, and customer outcomes.

• Mentor and coach consultants through consistent day-to-day and weekly feedback and development sessions.

• Recognize performance deficiencies, mistakes, and recurring challenges, offering timely coaching and follow-up.

• Address daily inquiries and offer practical advice to consultants.

• Serve as the escalation point for complex or challenging customer service issues.

• Assist consultants in handling challenging customer interactions and finding suitable resolutions.

• Guide consultants in advancing sales discussions utilizing clear, customer-focused communication.

• Aid in policy administration, renewals, and retention initiatives.

• Provide coaching and follow-up based on quality and compliance assessments.

• Maintain transparent communication concerning expectations, priorities, and performance metrics.

• Foster collaboration between onshore and offshore team members.

• Offer customer-facing support primarily through escalations, advice, and improvements in call handling rather than routine queue coverage.

• Perform other duties relevant to the position as required.

⛳️ Requirements

• Proven experience in leading, supervising, or coaching a customer service, sales, or contact centre team is essential.

• Strong capability in people leadership, coaching, and mentoring is crucial.

• Proven ability to enhance team performance against set sales, service, and retention goals is essential.

• In-depth understanding of sales conversion, retention, and customer service principles is essential.

• Experience in managing customer service escalations and assisting with challenging customer interactions is essential.

• Excellent written and verbal communication skills, with the ability to provide clear direction, feedback, and coaching to team members, are essential.

• Strong problem-solving and decision-making abilities are required.

• Capability to identify performance or service issues and deliver timely, practical coaching and support is essential.

• Ability to balance sales performance with positive customer outcomes is essential.

• Experience in leading or supporting both onshore and offshore team members is highly regarded.

• Familiarity with insurance, policy administration, or a related customer service environment is desirable but not required.

• Strong organizational skills with the ability to effectively manage team priorities, coaching needs, and escalations are essential.

🏝️ Benefits

• Permanent work from home

• Monday–Friday: 7:00 AM – 4:00 PM PHT (adjustments will be made for daylight saving time)

• HMO with 2 free dependents and medical reimbursements

• Government-mandated benefits

• Opportunities to work with leading companies in Australia, New Zealand, the United States, the United Kingdom, and Europe

• Training programmes for career development

• Engaging company outings, team activities, and wellness sessions

• Supportive, inclusive culture

• Dedicated managers focused on your growth and success

• Competitive pay and benefits

• Additional entitlements

• Structured career development programs

• Equal opportunity and inclusive workplace