Operations Supervisor

Position Overview

To supervise daily operations of the insurance customer service team, ensure SLA and quality targets are met, and deliver a high standard of customer experience across voice, email, and chat channels for policyholders and prospects.

Key Responsibilities

• Supervise a team of 15–20 Customer Service Representatives handling inbound/outbound calls, emails, and chats related to policy inquiries, claims status, and complaints.

• Monitor team performance against KPIs: AHT, FCR, CSAT, adherence, and quality scores.

• Conduct call calibrations, coaching sessions, and provide floor support to improve agent performance.

• Ensure compliance with insurance regulations, data privacy, and company policies.

• Handle escalated customer complaints and ensure resolution within TAT.

• Coordinate with Claims, Underwriting, and IT teams for issue resolution and process improvements.

• Prepare daily/weekly performance reports and present insights to management.

• Identify training needs and coordinate with L&D for agent upskilling.

Required Qualifications & Experience

• Master’s or Bachelor’s degree in Business Administration, Commerce, or equivalent.

• 5–7 years of experience in a contact center, with 2–3 years in a supervisory/lead role preferred.

• Prior experience in an insurance company is mandatory.

• Strong knowledge of insurance products: Motor, Health, Travel, Life.

• Proficiency in CRM tools, MS Excel, and contact center platforms.

• Excellent communication and people management skills.