senior Excetive

Job Title: Team Leader - Inbound Customer Service (Voice Process)

Location: Hyderabad

Department: Customer Service

Reports To: Manager

Job Overview:

We are seeking a motivated and experienced Team Leader for our Inbound Customer Service team responsible for managing a voice-based process for a Third-Party Administrator (TPA) handling services for insurance companies. The ideal candidate will oversee a team of agents ensuring high-quality service delivery resolving customer queries and achieving team and company goals.

Key Responsibilities:

Lead and supervise a team of inbound customer service agents ensuring effective and efficient handling of customer inquiries complaints and requests.

Monitor team performance to meet and exceed KPIs including call quality service level response time and customer satisfaction.

Conduct regular team meetings and one-on-one coaching sessions to review performance discuss challenges and provide feedback and training.

Manage day-to-day operations of the team ensuring adherence to policies procedures and compliance standards especially within the insurance domain.

Develop and implement strategies to improve team performance reduce customer complaints and enhance customer satisfaction.

Handle escalated customer issues and provide timely resolutions while maintaining a professional and empathetic approach.

Prepare and maintain reports on team performance highlighting areas of improvement and proposing actionable plans to achieve targets.

Collaborate with other departments including training quality assurance and operations to ensure smooth process flow and continuous improvement.

Ensure team members are consistently updated on product knowledge process changes and industry trends particularly in the insurance sector.

Assist in recruitment onboarding and training new team members ensuring they are equipped with the necessary skills and knowledge.

Promote a positive work culture fostering teamwork accountability and engagement within the team.

Qualifications & Skills:

Bachelors degree or equivalent work experience (preferred).

Minimum 5 years of experience in customer service with mandatory 2 years in a Team Leader role.

Prior experience in inbound customer service mandatory in a voice process (within the insurance or financial services industry.)

Strong knowledge of insurance processes third-party administration and related regulations.

Proven leadership skills with the ability to motivate develop and manage a team.

Excellent communication skills both verbal and written with the ability to handle difficult customer situations professionally.

Strong analytical and problem-solving skills with the ability to identify areas for improvement and implement solutions.

Proficiency in MS Office applications and CRM systems; knowledge of call center software is a plus.

Ability to work in a fast-paced environment managing multiple priorities and deadlines effectively.

Customer-centric mindset with a focus on delivering exceptional service and building strong relationships.

Required Experience:

Senior Exec