US Insurance voice process ||TM/SDM || (Pune)
US Insurance voice process ||TM/SDM || (Pune)
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Pune, India -
Posted: less than a week ago
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Description
Job Description
Job Title: Team Manager / Delivery Manager – US Voice Process
Job Summary
We are seeking an experienced and results-driven Team Manager / Delivery Manager to oversee operations for our US Voice Process.
The candidate will be responsible for managing a team of customer service professionals, ensuring service excellence, meeting key performance metrics, and maintaining compliance with client and regulatory requirements.
Key Responsibilities
- Lead, mentor, and manage a team handling inbound/outbound calls related to US insurance (Health, Life, or Property & Casualty).
- Drive team performance to meet and exceed KPIs such as AHT (Average Handle Time), FCR (First Call Resolution), CSAT (Customer Satisfaction), and SLA adherence.
- Ensure compliance with client guidelines, regulatory standards, and internal SOPs.
- Conduct regular team huddles, coaching sessions, and performance reviews to enhance productivity and quality.
- Handle customer and client escalations effectively, ensuring timely and satisfactory resolution.
- Analyze performance data and prepare daily, weekly, and monthly MIS reports for senior leadership.
- Collaborate with Quality, Training, and Operations teams to identify process gaps and implement improvements.
- Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
Requirements Required Skills & Qualifications
- Proven experience in US insurance voice processes (Health, Life, or Property & Casualty).
- Strong leadership and team management capabilities.
- Excellent verbal and written communication skills.
- In-depth understanding of insurance concepts such as claims processing, policy servicing, underwriting, and billing.
- Ability to work in a fast-paced, performance-driven environment.
- Solid analytical and problem-solving skills.
- Proficiency in MS Office (Excel, PowerPoint, Word) and reporting tools.
Preferred Skills
- Experience managing teams of 15–50+ members in a BPO/insurance environment.
- Exposure to process improvement methodologies (Lean, Six Sigma, etc.).
- Familiarity with CRM platforms and ticketing systems.
- Experience in client interaction and stakeholder management.
Additional Details:
Role: Team Lead / Manager
Must Have Skills: hands-on experience with US insurance voice processes (Health, Life, or Property & Casualty
Years of experience as Manager: 8+ years
Industry: Insurance / BPO / Customer Service
Notice Period: Immediate to 90 Days
Location: Noida / Pune
Mode of Work: Work from Office
Salary: For Team Lead Up to ₹9.6 LPA , Team Manager- ₹14 LPA
Employment Type: Full-Time
Requirements Job Title: Team Lead / Manager – US Insurance Voice Process Job Summary We are seeking an experienced and results-driven Team Lead / Manager to oversee operations for our US Insurance Voice Process.
The candidate will be responsible for managing a team of customer service professionals, ensuring service excellence, meeting key performance metrics, and maintaining compliance with client and regulatory requirements.
Key Responsibilities Lead, mentor, and manage a team handling inbound/outbound calls related to US insurance (Health, Life, or Property & Casualty).
Drive team performance to meet and exceed KPIs such as AHT (Average Handle Time), FCR (First Call Resolution), CSAT (Customer Satisfaction), and SLA adherence.
Ensure compliance with client guidelines, regulatory standards, and internal SOPs. Conduct regular team huddles, coaching sessions, and performance reviews to enhance productivity and quality.
Handle customer and client escalations effectively, ensuring timely and satisfactory resolution.
Analyze performance data and prepare daily, weekly, and monthly MIS reports for senior leadership.
Collaborate with Quality, Training, and Operations teams to identify process gaps and implement improvements.
Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
Requirements Required Skills & Qualifications Proven experience in US insurance voice processes (Health, Life, or Property & Casualty).
Strong leadership and team management capabilities.
Excellent verbal and written communication skills.
In-depth understanding of insurance concepts such as claims processing, policy servicing, underwriting, and billing.
Ability to work in a fast-paced, performance-driven environment.
Strong analytical and problem-solving skills.
Proficiency in MS Office (Excel, PowerPoint, Word) and reporting tools.
Preferred Skills Experience managing teams of 15–50+ members in a BPO/insurance environment.
Exposure to process improvement methodologies (Lean, Six Sigma, etc.).
Familiarity with CRM platforms and ticketing systems.
Experience in client interaction and stakeholder management.
Additional Details: Role: Team Lead / Manager Must Have Skills: hands-on experience with US insurance voice processes (Health, Life, or Property & Casualty) Years of experience as Manager: 8+ years Industry: Insurance / BPO / Customer Service Notice Period: Immediate to 90 Days Location: Noida / Pune Mode of Work: Work from Office Required Skill Profession Information And Record Clerks Apply on Kit Job: kitjob.in/job/4n61l0
Job Title: Team Manager / Delivery Manager – US Voice Process
Job Summary
We are seeking an experienced and results-driven Team Manager / Delivery Manager to oversee operations for our US Voice Process.
The candidate will be responsible for managing a team of customer service professionals, ensuring service excellence, meeting key performance metrics, and maintaining compliance with client and regulatory requirements.
Key Responsibilities
- Lead, mentor, and manage a team handling inbound/outbound calls related to US insurance (Health, Life, or Property & Casualty).
- Drive team performance to meet and exceed KPIs such as AHT (Average Handle Time), FCR (First Call Resolution), CSAT (Customer Satisfaction), and SLA adherence.
- Ensure compliance with client guidelines, regulatory standards, and internal SOPs.
- Conduct regular team huddles, coaching sessions, and performance reviews to enhance productivity and quality.
- Handle customer and client escalations effectively, ensuring timely and satisfactory resolution.
- Analyze performance data and prepare daily, weekly, and monthly MIS reports for senior leadership.
- Collaborate with Quality, Training, and Operations teams to identify process gaps and implement improvements.
- Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
Requirements Required Skills & Qualifications
- Proven experience in US insurance voice processes (Health, Life, or Property & Casualty).
- Strong leadership and team management capabilities.
- Excellent verbal and written communication skills.
- In-depth understanding of insurance concepts such as claims processing, policy servicing, underwriting, and billing.
- Ability to work in a fast-paced, performance-driven environment.
- Solid analytical and problem-solving skills.
- Proficiency in MS Office (Excel, PowerPoint, Word) and reporting tools.
Preferred Skills
- Experience managing teams of 15–50+ members in a BPO/insurance environment.
- Exposure to process improvement methodologies (Lean, Six Sigma, etc.).
- Familiarity with CRM platforms and ticketing systems.
- Experience in client interaction and stakeholder management.
Additional Details:
Role: Team Lead / Manager
Must Have Skills: hands-on experience with US insurance voice processes (Health, Life, or Property & Casualty
Years of experience as Manager: 8+ years
Industry: Insurance / BPO / Customer Service
Notice Period: Immediate to 90 Days
Location: Noida / Pune
Mode of Work: Work from Office
Salary: For Team Lead Up to ₹9.6 LPA , Team Manager- ₹14 LPA
Employment Type: Full-Time
Requirements Job Title: Team Lead / Manager – US Insurance Voice Process Job Summary We are seeking an experienced and results-driven Team Lead / Manager to oversee operations for our US Insurance Voice Process.
The candidate will be responsible for managing a team of customer service professionals, ensuring service excellence, meeting key performance metrics, and maintaining compliance with client and regulatory requirements.
Key Responsibilities Lead, mentor, and manage a team handling inbound/outbound calls related to US insurance (Health, Life, or Property & Casualty).
Drive team performance to meet and exceed KPIs such as AHT (Average Handle Time), FCR (First Call Resolution), CSAT (Customer Satisfaction), and SLA adherence.
Ensure compliance with client guidelines, regulatory standards, and internal SOPs. Conduct regular team huddles, coaching sessions, and performance reviews to enhance productivity and quality.
Handle customer and client escalations effectively, ensuring timely and satisfactory resolution.
Analyze performance data and prepare daily, weekly, and monthly MIS reports for senior leadership.
Collaborate with Quality, Training, and Operations teams to identify process gaps and implement improvements.
Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
Requirements Required Skills & Qualifications Proven experience in US insurance voice processes (Health, Life, or Property & Casualty).
Strong leadership and team management capabilities.
Excellent verbal and written communication skills.
In-depth understanding of insurance concepts such as claims processing, policy servicing, underwriting, and billing.
Ability to work in a fast-paced, performance-driven environment.
Strong analytical and problem-solving skills.
Proficiency in MS Office (Excel, PowerPoint, Word) and reporting tools.
Preferred Skills Experience managing teams of 15–50+ members in a BPO/insurance environment.
Exposure to process improvement methodologies (Lean, Six Sigma, etc.).
Familiarity with CRM platforms and ticketing systems.
Experience in client interaction and stakeholder management.
Additional Details: Role: Team Lead / Manager Must Have Skills: hands-on experience with US insurance voice processes (Health, Life, or Property & Casualty) Years of experience as Manager: 8+ years Industry: Insurance / BPO / Customer Service Notice Period: Immediate to 90 Days Location: Noida / Pune Mode of Work: Work from Office Required Skill Profession Information And Record Clerks Apply on Kit Job: kitjob.in/job/4n61l0
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Job positionUS Insurance voice process ||TM/SDM || (Pune)
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