Assistant Team Lead-General Insurance-DBC.Direct Banking Center

Mashreq Global Services

5 - 10 years

25 - 35 Lacs

bengaluru

Posted:3 days ago| Platform:

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Skills Required

quality standards manager quality assurance performance management compliance staff development telesales conflict resolution customer service management product positioning

Work Mode

Work from Office

Job Type

Full Time

Job Description

Ensure basic hygiene and professional standards are maintained across the team.
Observe individual performance and conduct regular reviews.
Provide constructive feedback and coaching.
Assist team members with queries related to general insurance products and processes.
Coordinate with providers to resolve product-related issues.
Organize product training sessions in coordination with providers.
Ensure team members are up to date with product knowledge and process changes.
Demonstrate strong interpersonal skills to manage staff effectively.
Resolve internal and customer queries with empathy and efficiency.
Support staff in handling customer interactions.
Ensure high standards of customer service are maintained.
Monitor calls and interactions for quality assurance.

Provide coaching and feedback to improve service delivery

Bachelor s degree or postgraduate qualification in a relevant field.
Minimum of 5 years of experience in telesales or related roles within the General Insurance industry
In-depth understanding of General Insurance products and associated service methodologies.
Excellent verbal and written communication skills with the ability to prioritize tasks and meet deadlines.
Strong conflict resolution skills with the ability to interact effectively and empathetically with customers.
Demonstrates patience, empathy, and a solution-oriented mindset with a focus on driving results.
Advanced organizational skills and the ability to manage multiple priorities in a dynamic work environment.
Proven ability to work within and lead multidisciplinary teams, especially in culturally diverse environments.

Strong experience in managing teams, including staff development, performance management, and motivation.

Deliver monthly sales targets for General Insurance through the Telesales team.
Ensure effective utilization of dialer campaigns.

Monitoring calling lists, lead allocation, and customer contact strategies to maximize reach and conversion.

Set clear performance goals for agents.
Provide structured coaching, monitoring, and feedback to tele sales agents to enhance performance and ensure compliance.
Maintain high call quality standards.
Ensure full adherence to regulatory and compliance requirements.
Analyze sales reports and performance metrics to identify gaps, opportunities, and areas for improvement.
Recruit, train, and certify tele sales agents.
Build and retain a high-performing team with low attrition.

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