Assistant Manager ChatVoice Insurance Magarpatta US Rotational Shifts

Key Roles & Responsibilities

1) Operations & Service Delivery: Oversee daily team performance (AHT QA productivity SLAs accuracy schedule adherence).Manage work distribution queues/backlogs and intraday staffing. Ensure adherence to client SOPs process controls and turnaround times (TATs).Conduct daily huddles shift handovers and floor support for escalations. Coordinate with Workforce Management (WFM) for schedules shrinkage and volumes. Support process transitions/ramps including KT pilots and stabilization.

2) Quality Compliance & Risk Control: Drive quality through audits error analysis and action plans. Ensure compliance with client policies data privacy and regulatory guidelines relevant to U.S. insurance (e.g. state-level rules NAIC-aligned practices data protection).Maintain documentation: SOPs control checklists and versioning. Incident reporting and corrective/preventive actions (CAPA) for defects.

3) People Management: Coaching & FeedbackDeliver structured coaching: 1:1s monthly performance reviews and improvement real-time behavioral and skill feedback; reinforce call handling and written communication skill gaps; coordinate cross-training and and reward performance; maintain team engagement and retention.

4) Client & Stakeholder Management: Serve as operational POC for client counterparts and internal functions (QA Training WFM HR IT).Participate in governance calls; present weekly/monthly business reviews. Translate client priorities into actionable plans; close the loop on feedback.

5) Reporting & Analytics: Generate daily/weekly/monthly reports: volumes SLA attainment QA scores defects rework and KPIs and trends; provide insights and dashboards and trackers; ensure data integrity and timely distribution.

6) Continuous Improvement & Projects:Lead small Kaizen initiatives: defect reduction rework elimination cycle-time automation opportunities (templates macros simple workflow tweaks).Document and standardize best practices.

7) Governance Escalations & Issue Resolution Manage escalations with root cause impact assessment and resolution stakeholders informed with clear above-average written/verbal business continuity and adherence to contingency plans.

Qualifications :

Required Qualifications & Skills:

Experience24 years in BPO operations; 12 years in a team lead/supervisory capacity. Insurance experience preferred (policy admin claims underwriting support billing or customer service).Communication

Above-average communication skills: Clear concise verbal communication for client and team interactions. Strong written communication for emails RCA reports and performance narratives. Ability to simplify complex insurance concepts for diverse audiences.

Coaching & Feedback: Demonstrated experience in conducting 1:1s performance reviews and PIPs. Skilled in behavior-based feedback call coaching and QA calibration.

Reporting & Tools: Average Excel skills (comfortable with):Sorting/filtering conditional formatting basic formulas (SUM AVERAGE COUNTIF VLOOKUP/XLOOKUP) pivot tables charts data validation. Familiarity with BI dashboards (viewing/updating) WFM tools and ticketing/CRM systems. Proficient in MS Outlook Word and PowerPoint.

Operations & Quality: Strong grasp of SLA management productivity variance analysis and quality frameworks. Exposure to process audits defect taxonomy and CAPA methodologies.

Compliance & Process: Awareness of U.S. insurance operational standards (terminology billing cycles claims stages endorsements cancellations reinstatements).High attention to detail; data privacy mindset; zero-tolerance for PHI/PII mishandling.

Behavioral Competencies: Ownership and bias for action; composure under pressure. Analytical thinking; problem-solving; stakeholder management. Team engagement empathy and integrity.

Education & Certifications: (Preferred)Bachelors degree (any discipline).Insurance certifications (e.g. AIS AINS CPCU modules) or company-specific process certifications (preferred but not mandatory).Internal certifications in QA coaching or leadership (a plus).

Remote Work :

No

Employment Type :

Full-time