Operations Supervisor – Insurance, Manila

Job Title: Operations Supervisor Insurance

Status: Very Urgent | Active

Level: Supervisor

Headcount: 4

Location: Alabang

Work Setup: Onsite

Shift: Graveyard (GY)

Salary Range: PHP 40,000 42,000

Target Start Date: 13 February

Job Overview

The Operations Supervisor Insurance is responsible for managing daily contact center operations supporting insurance billing, ECC account management, and policy servicing. This role ensures service level adherence, quality performance, compliance, and continuous improvement while developing and leading high-performing teams.

• Supervise daily operations of insurance support agents in a contact center environment
• Ensure accurate and timely handling of insurance billing, ECC account management, and policy servicing
• Monitor and manage KPIs including productivity, quality, attendance, and SLA performance
• Conduct coaching, performance reviews, and corrective action plans
• Analyze operational trends and recommend process and efficiency improvements
• Partner with QA, Training, and Management to improve service delivery
• Ensure compliance with insurance regulations, company policies, and documentation standards
• Prepare and submit operational reports and performance dashboards
• Serve as escalation point for complex customer or process-related issues

Qualifications

• Bachelors degree preferred; equivalent work experience accepted
• 12 years of pure insurance experience (billing, account management, or policy servicing)
• 23 years of contact center experience, with at least 1 year in a supervisory or leadership role
• Strong working knowledge of insurance billing processes and ECC account management
• Excellent analytical, communication, and documentation skills
• Proficient in MS Office, QA tools, and CRM/contact center systems
• Detail-oriented with strong problem-solving and decision-making skills
• Willing to work onsite in Alabang on a graveyard shift