Team lead- US Insurance voice process || TLTMSDM
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Monthly Salary:
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Title: Team Lead / Manager US Insurance Voice Process
Job Summary
We are seeking an experienced and results-driven Team Lead / Manager to oversee operations for our US Insurance Voice Process. The candidate will be responsible for managing a team of customer service professionals ensuring service excellence meeting key performance metrics and maintaining compliance with client and regulatory requirements.
Key Responsibilities
- Lead mentor and manage a team handling inbound/outbound calls related to US insurance (Health Life or Property & Casualty).
- Drive team performance to meet and exceed KPIs such as AHT (Average Handle Time) FCR (First Call Resolution) CSAT (Customer Satisfaction) and SLA adherence.
- Ensure compliance with client guidelines regulatory standards and internal SOPs.
- Conduct regular team huddles coaching sessions and performance reviews to enhance productivity and quality.
- Handle customer and client escalations effectively ensuring timely and satisfactory resolution.
- Analyze performance data and prepare daily weekly and monthly MIS reports for senior leadership.
- Collaborate with Quality Training and Operations teams to identify process gaps and implement improvements.
- Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
Requirements
Required Skills & Qualifications
- Proven experience in US insurance voice processes (Health Life or Property & Casualty).
- Strong leadership and team management capabilities.
- Excellent verbal and written communication skills.
- In-depth understanding of insurance concepts such as claims processing policy servicing underwriting and billing.
- Ability to work in a fast-paced performance-driven environment.
- Strong analytical and problem-solving skills.
- Proficiency in MS Office (Excel PowerPoint Word) and reporting tools.
Preferred Skills
- Experience managing teams of 1550 members in a BPO/insurance environment.
- Exposure to process improvement methodologies (Lean Six Sigma etc.).
- Familiarity with CRM platforms and ticketing systems.
- Experience in client interaction and stakeholder management.
Additional Details:
Role: Team Lead / Manager
Must Have Skills: hands-on experience with US insurance voice processes (Health Life or Property & Casualty)
Notice Period: Immediate to 90 Days
Location: Noida / Pune
Mode of Work: Work from Office
Salary: For Team Lead Up to 9.6 LPA Team Manager- 14 LPA
Employment Type: Full-Time
Required Skills:
Job Title: Team Lead / Manager US Insurance Voice Process Job Summary We are seeking an experienced and results-driven Team Lead / Manager to oversee operations for our US Insurance Voice Process. The candidate will be responsible for managing a team of customer service professionals ensuring service excellence meeting key performance metrics and maintaining compliance with client and regulatory requirements. Key Responsibilities Lead mentor and manage a team handling inbound/outbound calls related to US insurance (Health Life or Property & Casualty). Drive team performance to meet and exceed KPIs such as AHT (Average Handle Time) FCR (First Call Resolution) CSAT (Customer Satisfaction) and SLA adherence. Ensure compliance with client guidelines regulatory standards and internal SOPs. Conduct regular team huddles coaching sessions and performance reviews to enhance productivity and quality. Handle customer and client escalations effectively ensuring timely and satisfactory resolution. Analyze performance data and prepare daily weekly and monthly MIS reports for senior leadership. Collaborate with Quality Training and Operations teams to identify process gaps and implement improvements. Drive continuous improvement initiatives to enhance customer experience and operational efficiency. Requirements Required Skills & Qualifications Proven experience in US insurance voice processes (Health Life or Property & Casualty). Strong leadership and team management capabilities. Excellent verbal and written communication -depth understanding of insurance concepts such as claims processing policy servicing underwriting and billing. Ability to work in a fast-paced performance-driven environment. Strong analytical and problem-solving skills. Proficiency in MS Office (Excel PowerPoint Word) and reporting tools. Preferred Skills Experience managing teams of 1550 members in a BPO/insurance environment. Exposure to process improvement methodologies (Lean Six Sigma etc.). Familiarity with CRM platforms and ticketing systems. Experience in client interaction and stakeholder management. Additional Details: Role: Team Lead / Manager Must Have Skills: hands-on experience with US insurance voice processes (Health Life or Property & Casualty) Years of experience as Team Lead: 68 years Years of experience as Manager: 8 years Team Lead on paper: Minimum 1 years Industry: Insurance / BPO / Customer Service Notice Period: Immediate to 90 Days Location: Noida / Pune Mode of Work: Work from Office
Required Education:
Graduate
