Responsibilities:
Ø Lead team of 15-20 agents/ inbound & outbound customer service/sales call center executive. Overall process management.
Ø Maintain KPIs as per Service Level Agreement (SLA).
Ø Effective Performance Planning for Self & Team.
Ø Motivating and inspiring team to surpass their potential.
Ø To provide Coaching & Feedback to the executive.
Ø Creating sense of ownership within employees and resolve their issues.
Ø Handling escalations calls, queries, complaints for Customers & Client.
Ø Call listening/handling per Process requirement.
Ø Prepare and present team performance to Internal & External stakeholders.
Ø To identify BQM and prepare action plan and work along with Ops Manger for driving performance.
Knowledge/Experience:
Ø At least 4+ years of experience into General/Life Insurance Customer Service.
Ø At least 2 years of team management experience
Ø Should have handled team of at least 15 FTEs
Technical Skills
Ø Excellent skills in MS Excel Office
Ø Preferable knowledge in Life Insurance business
Every tech & IT company hiring across India — with AI match scores — on one live map.More roles at TCS
See TCS & thousands more on the map