Team Leader for Operations

2 weeks ago


Taguig, National Capital Region, Philippines Sun Life Full time
Team Leader for Operations (Healthcare Insurance Account)

Supervisors/Team Leaders (Call Centre & Customer Service)

The Team Leader provides a consistent excellent quality customer service experience for members, clients, sponsors, advisors and providers who contact the Asia Service Centre Philippines by ensuring the Client Care Representatives (CCRs) and SMEs are motivated, coached, developed and skilled to meet the ASCP SLAs and performance targets. The delivery of service requires a strong execution of our management operating system which is essential in our highly structured and fast paced work environment. The Team Leader reports to the Operations Manager.

Main Accountabilities:

· Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis

· Ensure a high retention of employees

· Provide leadership, coaching, and mentoring to the CCRs to develop their competencies and position them for success

· Analyze metrics and ensure CCRs are taking appropriate and timely action

· Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results

· Champion the coaching model

· Foster a work environment that values the people and encourages participation, creativity, learning and accountability

· Responsible for employee recruitment in order to meet business objectives

· Ensure team adopts and sustains change

· Identify opportunities for process and system improvements

· Communicate openly with team ensuring messages and initiatives are clearly understood

· Support and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies

· Build and support a culture of continuous improvement, identifying improvement opportunities and ideas, supported by strong business logic

· Interact directly with members, as required

· Manage absenteeism/vacations as per the targets and policies

· Participate in Projects as per the needs of the business

Qualifications/Competencies:

· Bachelor's Degree

· 5-7 years of work experience and at least the last 5 years in an International call center

· At least 2 years experience in a Supervisory position

· Proven leadership capability and a strong results orientation

· Ability to influence change through positive motivation

· Capable of working in a structured and tactical management operating system

· Strong coaching, leading and performance management skills

· Able to analyze, identify improvement opportunities and build sustainable processes

· Strong communication skills (verbal and written)

· Strong team player / team building skills

Your application will include the following questions:

What's your expected monthly basic salary?

How many years of people management experience do you have?

Have you worked in a call centre before?

How many years' experience do you have in the BPO industry?

Sun Life in the Philippines offers a diverse range of insurance, wealth, and asset management solutions to help every Filipino in their journey towards a brighter life.

As the country's first and longest-standing life insurer, we provide:

Financial planning and guidance

Life insurance products for every life stage

Investment products for individuals, families, and companies

Health-focused products with an innovative wellness community

Exceptional client-servicing

Sun Life in the Philippines offers a diverse range of insurance, wealth, and asset management solutions to help every Filipino in their journey towards a brighter life.

As the country's first and longest-standing life insurer, we provide:

Financial planning and guidance

Life insurance products for every life stage

Investment products for individuals, families, and companies

Health-focused products with an innovative wellness community

Don't provide your bank or credit card details when applying for jobs.

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