Call Centre Team Leader – Insurance

Twoconnect

. Provide day-to-day leadership, supervision and support across the contact centre team.

Posted 9/30/2026full-timeRemote • PhilippinesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and coaching capabilities in a contact centre environment, driving team performance in sales and customer service while effectively managing escalations and ensuring positive customer outcomes.

Highest-signal resume keywords

Team LeadershipCoaching and MentoringSales Performance ManagementCustomer Service Escalation ManagementCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Sales ConversionRetention StrategiesPolicy AdministrationPerformance MonitoringCustomer Service Principles

Soft Skills

Problem-SolvingDecision-MakingOrganizational Skills

Industry Keywords

Contact CentreCustomer ServiceSalesInsurance

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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