About the role
Key Result Areas * Supporting Actions* Drive Team Performance & Sales Productivity • Conduct daily huddles to communicate targets and priorities. • Monitor individual and team KPIs such as sales, conversions, productivity, and adherence. • Coach team leaders and agents to improve performance and achieve business goals. • Implement action plans to address performance gaps. Ensure Operational Excellence & Customer Experience Monitor call quality, service levels, and operational metrics. • Resolve customer escalations in a timely and professional manner. • Ensure adherence to SOPs, quality standards, and turnaround times. • Drive process improvements to enhance operational efficiency and customer satisfaction. Develop Team Capability & Engagement • Identify training and development needs through performance reviews. • Conduct regular coaching sessions and provide constructive feedback. • Recognize and reward high performers to boost motivation. • Foster a collaborative, positive, and high-performance work environment through engagement initiatives. Ensure Compliance & Performance Reporting • Ensure compliance with insurance regulations, company policies, and internal controls. • Monitor adherence to process and regulatory requirements. • Analyze operational and sales performance trends using MIS reports. • Share insights and recommendations with management to drive continuous improvement.