For a referral, simply DM me your email address and mention this position. I’ll send you a referral link via email, where you can upload your resume.

For those who have already applied, please check your email regularly, including your spam folder, as some HireVue invites may end up there. Also, check your application status on the website. Note that “Application Submitted” means your application is no longer active. The initial interview invitation may take some time, depending on the required headcount and the volume of applicants.

**FAQ**

Q: How much is the salary/salary range?

A: I don’t know the exact amount. However, based on my experience, they usually ask for your latest payslip, and the offer is typically higher than what I received at my previous company.

Q: How many days of RTO (Return to Office)?

A: This depends on the line of business (LOB). In my current LOB, we have RTO twice a week, while some LOBs only require once a week. For new hires, it is highly likely that training will be conducted onsite.

Q: Do you accept undergraduates?

A: Please check the qualifications to see if a bachelor's or college degree is required. Some openings don’t explicitly mention it, so you can still try applying.

Q: Do you have non-voice or back-office roles?

A: Yes, but please review the job description carefully, as I’m not familiar with other lines of business.

Q: Is it hard to get into WTW?

A: In my experience, yes. I applied around 14 times and waited five months before they noticed my application. I was still employed while applying to WTW and only resigned once I received a job offer, which is why I was able to wait that long.

**Company:** WTW (Willis Towers Watson)

**Location:** BGC (BOTT/WCC)

**Work Set-Up:** Primarily hybrid. The number of RTO/WFH days depends on the line of business (LOB).

**Company Benefits**

* Night Differential: 20%
* Rice Subsidy: 10K annually (non-taxable)
* Clothing Allowance: 5K annually (non-taxable)
* Transportation Allowance: 7K/month (equivalent to Php320.61 per day) (taxable)
* Retirement Plan
* Leaves: 15 VL/15 SL
* HMO: 500K (Intellicare)
* Group Life Insurance
* Emergency Loan: 200% of your monthly basic salary

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* [Service Transition Specialist](https://www.reddit.com/r/BPOinPH/comments/1razyqu/wtw_hiring_service_transition_specialist/)
* [UK Pension Administrator](https://www.reddit.com/r/BPOinPH/comments/1r8he6r/wtw_hiring_uk_pension_administrator/)
* [Canada Pension Benefits Analyst](https://www.reddit.com/r/BPOinPH/comments/1r8haod/wtw_hiring_canada_pension_benefits_analyst/)
* [Pension Benefits Administrator](https://www.reddit.com/r/BPOinPH/comments/1r8h74c/wtw_hiring_pension_benefits_administrator/)
* [Junior Automation Developer](https://www.reddit.com/r/BPOinPH/comments/1r3byr2/wtw_hiring_junior_automation_developer/)
* [Developer 2 (C#.NET - Night Shift)](https://www.reddit.com/r/BPOinPH/comments/1r3bp7e/wtw_hiring_developer_2_cnet_night_shift/)
* [Data Analyst, Benefits Data Source (Morning Shift)](https://www.reddit.com/r/BPOinPH/comments/1r3bm0v/wtw_hiring_data_analyst_benefits_data_source/)
* [French Data Analyst, Benefits Data Source (Night Shift)](https://www.reddit.com/r/BPOinPH/comments/1r3bhwj/wtw_hiring_french_data_analyst_benefits_data/)
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* [Pharmacy Benefits Analyst, Health and Benefits NA (Night Shift)](https://www.reddit.com/r/BPOinPH/comments/1r2d6ux/wtw_hiring_pharmacy_benefits_analyst_health_and/)
* [Investment Analyst (Middle Office)](https://www.reddit.com/r/BPOinPH/comments/1qx2frh/wtw_hiring_investment_analyst_middle_office/)
* [Analyst – Health and Benefits (Great Britain)](https://www.reddit.com/r/BPOinPH/comments/1qx2buo/wtw_hiring_analyst_health_and_benefits_great/)
* [Senior Training Administrator](https://www.reddit.com/r/BPOinPH/comments/1qx29cw/wtw_hiring_senior_training_administrator/)
* [Flexible Benefits Administration Analyst](https://www.reddit.com/r/BPOinPH/comments/1qx1ypp/wtw_hiring_flexible_benefits_administration/)
* [Major Incident Management Analyst (Rotating Shift)](https://www.reddit.com/r/BPOinPH/comments/1qw4xwe/wtw_hiring_major_incident_management_analyst/)
* [Business Analyst 2 (Night Shift)](https://www.reddit.com/r/BPOinPH/comments/1qw4n3e/wtw_hiring_business_analyst_2_night_shift/)
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* [Retirement Analyst](https://www.reddit.com/r/BPOinPH/comments/1qs3mdn/wtw_hiring_retirement_analyst/)
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* [GFS Cash Applications Analyst](https://www.reddit.com/r/BPOinPH/comments/1qnvt9y/wtw_hiring_gfs_cash_applications_analyst/)
* [Investment Analyst - Funds](https://www.reddit.com/r/BPOinPH/comments/1qkank5/wtw_hiring_investment_analyst_funds/)
* [Billing and Collections Analyst](https://www.reddit.com/r/BPOinPH/comments/1qkaimg/wtw_hiring_billing_and_collections_analyst/)
* [Senior DevOps Engineer (EMEA)](https://www.reddit.com/r/BPOinPH/comments/1qjeomq/wtw_hiring_senior_devops_engineer_emea/)
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* [Procure-to-Pay (P2P) Service Management Functional Lead – Accounts Payable](https://www.reddit.com/r/BPOinPH/comments/1qh556n/wtw_hiring_procuretopay_p2p_service_management/)
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* [Business Analyst 1 - Technology (Night Shift) (Fresh Graduate Hiring)](https://www.reddit.com/r/BPOinPH/comments/1qd39us/wtw_hiring_business_analyst_1_technology_night/)
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* [2026 Human Resources - Intern Program Regional Human Resources Services - Manila](https://www.reddit.com/r/BPOinPH/comments/1raze91/wtw_hiring_2026_human_resources_intern_program/)
* [2026 Central Team Strategies and Solutions - Intern Program Central Team - Manila](https://www.reddit.com/r/BPOinPH/comments/1qs4rgb/wtw_hiring_2026_central_team_strategies_and/)
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# Description

The Performance Manager plays a crucial role in our organization's success, overseeing daily operations and setting the tone for our workplace culture. This role involves fostering team engagement in a virtual environment, providing continuous coaching, and driving high performance. The Performance Manager is responsible for developing colleagues' skills, maintaining compliance, and driving productivity. They act as a key support system for agents, addressing concerns, and ensuring adherence to performance standards. This role is essential for maintaining a motivated, efficient, and high-performing team. 

The collective Customer Care team is responsible for providing support across nearly the entire lifecycle of the Member Experience, including Pre and Post Enrollment Questions, Applications, Funding, Lifetime Advocacy, Escalations, and Online Chat support.  

As staffing and inbound volume fluctuates seasonally, Customer Care Performance Managers may be assigned to different specialties according to business needs. In all team management assignments, these PMs will be responsible for effectively coaching and managing high performance standards, while fostering a culture of engagement and continuous improvement. Patience, the ability to listen, and recognizing the various needs of the team are essential. Adapting communication and management styles based on team members' individual needs is crucial. Objections are managed and overcome with knowledge, patience, and understanding. There may be additional seasonal assignments to special projects and/or to provide support to other operational teams (examples- Recruiting, Pre-Licensing Workshop, Cert Mentors, etc...).   

The three primary team specialties are as follows: 

**Phone CSR** 

The Customer Service Representative role includes six specialties: Application Customer Service Representative (ACSR), Customer Service Representative (CSR), and Dual (CSR/ACSR).  

**Offline CSR** 

The Offline Customer Service Representative role includes four specialties: Escalation and Resolution Specialist (ERS), Chat/Email Representative, Service Offline Administrative Resource (SOAR), and Technical Customer Service Representative (TCSR).    

**Flex Team** 

The Flex Team includes licensed Benefit Advisors who will provide customer service and enrollment support depending on the time of year. During the annual enrollment period (AEP), they will enroll participants across New Medicare, IFP, and Member Experience. This group will also expand each season to include unlicensed Pre-Enrollment Specialists who primarily support renewal activities for the fall.    
 

**The Responsibilities** 

* Directly support a team of 10-20 front line Customer Care Representatives   
* Communicate team objectives and set individual goals accordingly 
* Provide positive and adjusting feedback, and ongoing coaching as appropriate  
* Develop and document personalized plans to enhance strengths and address opportunities 
* Understand individual and team’s motivations to foster a positive and high performing culture 
* Continuously review calls with agents to recognize strengths and address improvement opportunities 
* Ensure effective call processes by using a conversational approach, conducting thorough needs analyses, and maintaining high customer experience standards while ensuring compliance 
* Drive performance by utilizing dashboards and reporting  
* Keep team members engaged in a virtual environment and foster team camaraderie 
* Develop colleague knowledge and skills, and maintain high product and industry knowledge 
* Oversee AEP Readiness activities, including onboarding, nesting, certifications, etc.. to ensure seasonal preparedness  
* Take ownership of special assignments and projects as needed 

# Qualifications

**The Requirements**

* One or more seasons experience in a customer facing, Via Benefits Service Center role  
* Consistently demonstrates WTW Core Values of Client Focus, Teamwork, Integrity, Respect, and Excellence
* Demonstrates a desire for growth and a willingness to take on new challenges to enhance skills
* In good standing as it relates to Performance and Code of Conduct  

WTW Hiring: Customer Service Supervisor (Night Shift, 100% Onsite)