Team Leader - Insurance

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.,