Operations Supervisor, Manila

The Operations Supervisor is responsible for overseeing day-to-day contact center operations, ensuring service quality, compliance, and operational efficiency. The role requires strong experience in insurance operations, team leadership, and performance management, with a focus on billing accuracy, account management, and policy servicing.

• Bachelors degree preferred; equivalent work experience accepted
• 12 years of pure insurance experience, preferably in:
• Billing
• Account management
• Policy servicing
• Minimum of 23 years of contact center experience
• At least 1 year in a leadership or supervisory role
• Strong knowledge of:
• Insurance billing processes
• ECC account management
• Excellent analytical, communication, and documentation skills
• Proficient in MS Office applications
• Experience using QA tools, CRM platforms, and contact center systems
• Highly detail-oriented with the ability to identify trends and recommend solutions

• Supervise daily operations of assigned contact center teams
• Ensure compliance with insurance billing, account management, and policy servicing standards
• Monitor team performance metrics and quality results
• Identify trends, gaps, and improvement opportunities
• Conduct coaching, performance reviews, and documentation
• Collaborate with QA, training, and management teams to drive continuous improvement
• Handle escalations and ensure timely resolution of issues
• Maintain accurate operational reports and records

• Strong leadership and people management skills
• Analytical and data-driven decision-making
• Effective communication and documentation
• Attention to detail and quality-focused mindset
• Ability to manage multiple priorities in a fast-paced environment