Team leader - Insurance Process

Role & Responsibilities:

• Manage and lead a team of non-voice agents to achieve daily, weekly, and monthly performance targets
• Monitor team performance and provide timely feedback and coaching
• Ensure adherence to process SLAs, quality benchmarks, and compliance requirements
• Handle escalations and coordinate with internal departments for resolution
• Generate and analyze performance reports to identify improvement areas
• Conduct regular team huddles, performance reviews, training sessions & keep the team morale up

Desired skills:

• Minimum 2–3 years of experience in BPO industry
• At least 1 year of experience in a team handling or supervisory role in a non-voice process
• Proficiency in MS Office (Excel, Word, PowerPoint)
• Experience working with CRM tools and ticketing systems
• Ability to analyze data and derive actionable insights
• Strong leadership and team management capabilities
• Excellent communication and interpersonal skills
• Ability to manage performance and drive accountability
• Time management and multitasking abilities
• Graduate in any discipline (Preferred: B.Com or BBI)

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person