Insurance Team Lead

Job Title:

Job Summary:

Team Leader

Key Responsibilities:

• Lead, manage, and motivate a team of Salesz

  Representatives/Agents

  handling voice-based insurance support (claims, policy servicing, renewals, sales, etc.).
• Monitor

  daily operations

  to ensure SLAs (Service Level Agreements), KPIs (Key Performance Indicators), and quality standards are met or exceeded.
• Ensure team compliance with

  insurance regulations

  , process guidelines, and internal SOPs.
• Conduct

  performance reviews, coaching, and feedback sessions

  to drive continuous improvement.
• Handle escalated calls and ensure

  effective resolution

  while maintaining customer satisfaction.
• Collaborate with QA and Training teams to identify knowledge/skill gaps and support learning initiatives.
  
• Maintain

  MIS reports

  , performance dashboards, and provide regular updates to senior management.
• Drive process improvements, productivity, and

  customer satisfaction initiatives

  .
• Ensure high standards of

  attendance, adherence, and discipline

  within the team.

Required Skills & Qualifications:

• Graduate in any discipline (Insurance certification is a plus – e.g., LOMA, IRDAI).
  
• Minimum

  3 years of experience

  in BPO voice process, with at least

  1–2 years as a Team Leader

  .
• Prior experience in the

  Insurance domain

  (Life, Health, or General Insurance).
• Excellent

  verbal and written communication skills

  .
• Strong

  people management, conflict resolution, and team-building

  abilities.
• Analytical mindset with proficiency in tools like

  Excel, CRM, ACD/Call Monitoring systems

  .
• Familiarity with

  insurance terminology, compliance

  , and documentation requirements.

Preferred Qualifications:

• Exposure to international voice processes (e.g., US/UK insurance clients).
  
• Flexible to work in

  rotational shifts

  or

  night shifts

  , based on process requirements.
• Knowledge of

  Lean, Six Sigma

  , or other process improvement methodologies is an advantage.

What We Offer:

• Competitive salary with performance-based incentives
  
• Opportunity to work with a leading BPO in the insurance domain
  
• Career growth and learning opportunities
  
• A dynamic and supportive work environment
  

To Apply:

type of insurance

Preferred candidate profile