Customer Service Lead

Job Summary

The Insurance Contact Center Supervisor is responsible for overseeing the daily operations of the customer service team, ensuring exceptional customer experience while meeting operational goals and service level agreements (SLAs). This role provides leadership, coaching, and performance management to Contact Center Representatives handling insurance-related inquiries, policy servicing, billing, claims, renewals, and customer concerns.

• Level: Supervisor
• Office Location: Makati City
• Work Hours: 8:00 to 5:00 Mon-Fri

Key Responsibilities

• Supervise the daily operations of the Insurance Contact Center.
• Monitor team performance to ensure achievement of KPIs, including Service Level, Average, First Contact Resolution (FCR), Customer Satisfaction (CSAT), Quality Assurance (QA), and productivity targets.
• Coach, mentor, and develop team members through regular feedback sessions, performance evaluations, and training.
• Handle complex customer concerns and escalations, ensuring timely and satisfactory resolution.
• Monitor call, email, chat, and other customer interactions to maintain quality standards and regulatory compliance.
• Analyze operational reports and identify trends, root causes, and opportunities for process improvement.
• Collaborate with internal departments such as Policy Service, Operations and Marketing to resolve customer issues.
• Ensure adherence to company policies, insurance regulations, and data privacy requirements.
• Support workforce planning, scheduling, and resource allocation.
• Participate in system testing, process enhancements, and implementation of new insurance products or customer service initiatives.

Qualifications

• Bachelor's degree in Business Administration, Management, Insurance, or a related field.
• At least 3–5 years of supervisory experience in a Contact Center, preferably within the insurance or financial services industry.
• Strong knowledge of insurance products, policy servicing, billing, claims, and customer support processes.
• Proven experience in people management, coaching, and performance improvement.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong analytical and problem-solving abilities.
• Proficient in CRM systems (e.g., Zendesk), Microsoft Office, and reporting tools.
• Ability to manage multiple priorities in a fast-paced environment.