Team Lead - Customer Service - Insurance (2-8 yrs)

Role & Responsibilities :

- Supervision and Leadership: Oversee daily operations of the call center, ensuring the team is meeting performance targets, maintaining good relationship with DPs and providing quality customer service. Guide, motivate, and manage a team of key account managers to achieve their individual and collective goals.

- Performance Monitoring and Reporting: Monitor call center metrics, such as call volume, response time, and sales numbers, customer satisfaction scores. Analyze data to identify areas for improvement and ensure that the team is meeting or exceeding key performance indicators (KPIs).

- Problem Resolution and Escalation: Address and resolve complex customer issues or complaints that agents are unable to handle. Serve as the point of escalation for challenging situations and provide effective solutions to enhance customer satisfaction.

- Process Improvement and Strategy Development: Continuously evaluate and improve call center processes, workflows, and technology to optimize efficiency and customer experience. Collaborate with other departments to implement new strategies, tools, or systems that contribute to the call center's success.

Experience :

Min 1 year experience as TL and should have BPO industry experience. Preferably from insurance industry but any other industry also can be considered provided the candidate can be trained.

Job Description :

- One of the leading BPO is looking for:

- Position- Team Leader- Insurance process (Outbound).

- Experience: Min 1 year experience as TL and should have BPO industry experience. Preferably from insurance industry but any other industry also can be considered provided the candidate can be trained.

- Gender: Male or female

- Willing to work in rotational shift :9am-6pm OR 11am-8pm. Rotational weekly 1 day off.

- Must be fluent in English and Hindi. Malayalam can be manageable also.

- Handle a team of customer care associates who will making outbound calls for service issues.