Team Leader Customer Support

Key Responsibilities:

- Lead and manage a team of 10-15 customer support executives handling health insurance claims.

- Monitor team performance on KPIs such as CSAT, DSAT, SLA adherence, attrition, and shrinkage.

- Provide coaching, feedback, and training to enhance team productivity and service quality. - Handle escalations, ensuring prompt resolution of customer issues.

- Collaborate with internal teams (claims, underwriting) to streamline claim servicing processes. - Ensure compliance with company policies and regulatory standards.

Key Skills:

- Strong leadership and people management abilities.

- Proficiency in team performance metrics (CSAT, DSAT, shrinkage, attrition).

- Excellent communication and problem-solving skills.

Experience:

- 4+ years in customer support, with at least 2 years in a team handling role in health insurance or a related domain.