Call Center Lead, Manila

Are you a sales-driven leader with a passion for the insurance industry? We is looking for a dynamic Call Center Lead to lead our multi-channel operations. You will oversee a high-impact team of 2025 professionals across Sales, Renewals, and Inbound Support for our Health, Motor, Travel, and PA pillars.

• Build high-performing teams through comprehensive training and 1-on-1 coaching for both Team Leaders and Agents.
• Own the departmental KPIsfrom sales conversion and revenue targets to CSAT and Quality Assurance scores.
• Manage workforce scheduling, refine scripts, and implement Lean-style process improvements to ensure an 80/20 service level standard.
• Analyze daily/weekly trends and provide actionable recommendations to senior management to maximize revenue per agent.

• Bachelors degree in Business, Management, or a related field.
• Minimum of 5 years experience in call center management, with at least 3 years in a senior leadership role.
• Proven track record in managing diverse teams (Sales + Support) and a deep understanding of CRM systems and workforce management.
• Advanced Excel skills and a "results-first" mindset.
• Ability to work extended shifts or occasional weekends during peak insurance seasons or projects.