Team Lead - (Immediate joiners)

Looking for Immediate Joiners-Team Leader Mapping Operations

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Job Summary

The Team Lead in an Insurance BPO process is responsible for managing a team of customer service or claims processing agents, ensuring high-quality service delivery, compliance with insurance regulations, and achievement of performance targets. This role acts as a bridge between frontline staff and management, driving operational efficiency and client satisfaction.

Key Responsibilities:

1. Team Management & Supervision

• Lead and supervise a team of insurance BPO agents.
• Allocate tasks and manage daily workflow to meet SLAs and KPIs.
• Monitor attendance, adherence, and productivity.

2. Performance Management

• Set clear goals and performance metrics.
• Conduct regular coaching, feedback sessions, and performance appraisals.
• Identify training needs and organize skill enhancement programs.

3. Quality Assurance & Compliance

• Ensure adherence to insurance policies, procedures, and regulatory standards.
• Monitor call quality and documentation accuracy.
• Handle escalations and ensure timely resolution of customer issues.

4. Reporting & Communication

• Compile and present performance reports to management.
• Communicate updates, changes in process, and client feedback to the team.
• Maintain documentation for audits and compliance checks.

5. Process Improvement

• Identify gaps and suggest improvements in workflow and customer handling.
• Collaborate with quality and training teams to enhance service delivery.
• Implement best practices and automation where applicable.

6. Employee Engagement & Development

• Foster a positive and motivating work environment.
• Organize team-building activities and recognition programs.
• Mentor team members for career growth and leadership development.

Qualifications:

• Bachelors degree
• Strong understanding of insurance products and processes.
• Familiarity with CRM tools and reporting dashboards.