05 Aug
|
Important Group
|
Pune
05 Aug
Important Group
Pune
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.
- Strong analytical and problem -solving skills.
- Proficiency in MS Office (Excel, PowerPoint, Word) and reporting tools.
- Experience managing teams of 15–50+ members in a BPO/insurance setting.
- Exposure to process improvement methodologies (Lean, Six Sigma, etc.).
- Familiarity with CRM platforms and ticketing systems.
- Experience in client interaction and stakeholder management.