About the role
Responsibilities:
ØLead team of 15-20 agents/ inbound & outbound customer service/sales call center executive. Overall process management.
ØMaintain KPIs as per Service Level Agreement (SLA).
ØEffective Performance Planning for Self & Team.
ØMotivating and inspiring team to surpass their potential.
ØTo provide Coaching & Feedback to the executive.
ØCreating sense of ownership within employees and resolve their issues.
ØHandling escalations calls, queries, complaints for Customers & Client.
ØCall listening/handling per Process requirement.
ØPrepare and present team performance to Internal & External stakeholders.
ØTo identify BQM and prepare action plan and work along with Ops Manger for driving performance.
Knowledge/Experience:
ØAt least 4+ years of experience into General/Life Insurance Customer Service.
ØAt least 2 years of team management experience
ØShould have handled team of at least 15 FTEs
Technical Skills
ØExcellent skills in MS Excel Office
ØPreferable knowledge in Life Insurance business