Call Centre Team Leader – Insurance

Job not on LinkedIn

🔥 1 hour ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Twoconnect

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🏥 Healthcare

⚖️ Legal

📦 Logistics

Healthcare • Legal • Logistics

Twoconnect is an outsourcing service provider specializing in tailored and scalable offshore staffing solutions for businesses in Australia and New Zealand. They offer expert HR consulting, talent sourcing, onboarding, and performance management to help companies build dedicated offshore teams in various industries, including accounting, IT, healthcare, and retail. With a focus on long-term partnerships, Twoconnect streamlines the recruitment and management of remote staff to enhance operational efficiencies and reduce costs.

📋 Description

• Provide day-to-day leadership, supervision and support across the contact centre team. • Lead and support consultants across retail sales and policy administration activities. • Drive sales and retention performance in line with established team targets and KPIs. • Monitor team performance across inbound and outbound activity, conversion and customer outcomes. • Coach and mentor consultants through regular day-to-day and weekly feedback and development. • Identify performance gaps, errors and recurring issues and provide timely coaching and follow-up. • Answer day-to-day questions and provide practical guidance to consultants. • Act as the escalation point for complex or challenging customer service matters. • Support consultants in managing difficult customer interactions and identifying appropriate resolutions. • Coach consultants to progress sales conversations using clear, customer-focused communication. • Support policy administration, renewals and retention activity. • Provide coaching and follow-up in response to quality and compliance findings. • Maintain clear communication regarding expectations, priorities and performance. • Support collaboration between onshore and offshore team members. • Provide customer-facing support primarily through escalations, advice and call-handling improvement rather than routine queue coverage. • Perform other position-level duties as required.

🎯 Requirements

• Demonstrated experience leading, supervising or coaching a customer service, sales or contact centre team is essential. • Strong people leadership, coaching and mentoring capability is essential. • Demonstrated ability to drive team performance against established sales, service and retention targets is essential. • Strong understanding of sales conversion, retention and customer service principles is essential. • Experience managing customer service escalations and supporting difficult customer interactions is essential. • Strong 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 skills are essential. • Ability to identify performance or service issues and provide timely, practical coaching and support is essential. • Ability to balance sales performance with positive customer outcomes is essential. • Experience leading or supporting onshore and offshore team members is highly regarded. • Experience within insurance, policy administration or a similar customer service environment is desirable but not essential. • Strong organisational skills with the ability to manage team priorities, coaching requirements and escalations effectively 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