Team Leader - Insurance Golden Opportunities

3.0 - 7.0 years

0 Lacs

karnataka

On-site

As a Team Leader in the Insurance industry, your primary responsibility will be to manage the overall performance of a team of customer service representatives. You will be required to ensure day-to-day team management in accordance with requirements and Service Level Agreements (SLAs). It will be crucial for you to provide high-quality agent coaching to guarantee a proper understanding of products and services, compliance with client policies, and the delivery of exceptional customer service. Additionally, you will need to exhibit exceptional people management skills by providing mentorship and career development opportunities to members of your team. Your goal should be to achieve low attrition levels and maintain high employee engagement. You must focus on ensuring that operations run efficiently to meet the expectations and needs of internal stakeholders and clients. To enhance agent performance and achieve stated goals, you will be expected to leverage service quality, growth, and efficiency metric reports to identify areas of opportunity. It will also be part of your responsibilities to perform quality controls, monitor production Key Performance Indicators (KPIs), prepare reports, and analyze data to drive continuous improvement. Key Skills: - International Voice Process Education Requirement: - Bachelor's Degree Employment Type: - Full Time, Permanent Job Code: - GO/JC/577/2025 Recruiter Name: - Ramya V In this role, your contributions will be instrumental in ensuring the success and efficiency of the customer service team while maintaining high standards of service delivery and performance.,

Posted 1 month ago

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Team Leader 1point1

8.0 - 13.0 years

8 - 13 Lacs

Mumbai, Maharashtra, India

On-site

Key Responsibilities Communicate comfortably in both English and Hindi Conduct daily pre-shift meetings and align team on expectations Maintain shrinkage and attrition control within acceptable limits Share daily APR with team and set clear expectations Track agent performance in real-time and provide effective feedback Escalate non-improvement cases by following HR policies Assist advisors with process-related issues as needed Share timely reports with relevant stakeholders Address groups effectively and confidently Identify agents areas of improvement, create action plans, and ensure follow-up Work in a 24x7 process with rotational week-offs and no fixed public holidays Take KRA calls or log in if required Conduct daily call listening to assess improvement areas Ensure team meets KPI targets such as Shift Adherence%, Attrition%, CSAT, and agent bucketization

Posted 2 months ago

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