# Call Centre Team Leader (insurance) - Work from Home / Dayshift

**Company:** [Twoconnect](https://jobs.workable.com/companies/s7yLLv5BG2kARjMVsVYS6m.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** Twoconnect

[Apply for this job](https://jobs.workable.com/view/cf24a0e3-b6a4-41a6-a118-11f691c92e60)

## Description

This is a strong career opportunity for an experienced Call Centre Team Leader to join the Australian division of an established international insurance company with a 40-year history and head office in the UK. 

Leading a team of approximately 12 onshore and offshore consultants, you will take ownership of the day-to-day leadership and performance of a combined sales and policy administration contact centre. The role has a strong focus on sales and customer retention, alongside service delivery, with responsibility for coaching and developing the team, driving performance against targets and KPIs, and ensuring consistently strong customer outcomes. 

Insurance experience is advantageous but not essential. We welcome experienced leaders from BPO, financial services, insurance and other sales and customer service environments, particularly those with experience supporting Australian businesses or customers. 

-   Lead, coach and develop a team of approximately 12 consultants across sales and policy administration activities. 
-   Drive sales, retention and service performance against established targets and KPIs. 
-   Monitor inbound and outbound activity, conversion and customer outcomes. 
-   Provide regular coaching and feedback to improve individual and team performance. 
-   Identify performance gaps and recurring issues and provide timely coaching and follow-up. 
-   Act as the escalation point for complex or challenging customer matters. 
-   Coach consultants to confidently progress sales conversations while maintaining a positive customer experience. 
-   Support policy administration, renewals and retention activity. 
-   Provide coaching and follow-up in response to quality and compliance findings, working alongside the existing QA and compliance function. 
-   Maintain clear communication around team expectations, priorities and performance. 
-   Support effective collaboration between onshore and offshore team members. 
-   Other position-level duties as they arise.

## Requirements

-   Demonstrated experience leading or supervising a sales, customer service or contact centre team. 
-   Strong people leadership, coaching and performance management capability. 
-   Proven ability to drive performance across sales, retention and customer service targets. 
-   Experience working within a BPO environment or supporting an Australian client, business or customer base is highly regarded. 
-   Strong understanding of sales conversion, retention and positive customer outcomes. 
-   Experience managing escalations and challenging customer interactions. 
-   Strong communication, problem-solving and decision-making skills. 
-   Ability to identify performance issues and provide practical, timely coaching and support. 
-   Strong organisational skills and the ability to manage competing team priorities effectively. 
-   Experience leading or supporting both onshore and offshore teams is highly regarded. 
-   Experience within insurance, financial services, policy administration or a similar environment is desirable but not essential.

## Benefits

**Why Join Twoconnect?**

We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity: 

-   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 and beyond
-   Training programmes for career development
-   Engaging company outings, team activities and wellness sessions
-   Supportive, inclusive culture
-   Dedicated managers focused on your growth and success

Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.

We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable. 

Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.

Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.