- Supervises team members to enhance customer experiences for internal and external clients.
- Focuses on compliance with risk acceptability guidelines and achieving profitable business outcomes.
- Leads team to improve performance and contribute to organizational success.

Essential Job Functions
- Monitors team performance metrics such as customer experience, work quality, and compliance with regulations.
- Creates and implements performance improvement plans tailored to individual team member skills.
- Ensures team members meet individual and collective performance goals.
- Regularly communicates performance metrics to team members and management.
- Engages with customer inquiries as needed.
- Collaborates with other leaders to develop and implement process improvements and special projects.
- Maintains current knowledge of procedures, contractual provisions, and regulatory requirements.
- Participates in career development through industry-related courses and seminars.
- Advocates for the organization's overall strategy and core values.

Core Competencies
- Business Results:



Sets performance standards that align with departmental success.
- Innovation: Actively contributes to process improvements and organizational strategies.
- Communication: Adapts communication style to different audiences, effectively clarifying and persuading.
- Job Knowledge: Possesses in-depth knowledge of contact center processes and customer needs.
- Teamwork: Seeks and incorporates feedback for personal and team growth.
- Leadership: Actively inspires, develops, and mentors team members.

Requirements
- Bachelor’s degree preferred.
- 3 to 6 years of experience in insurance processes, including BPO/GCC.
- 1 to 2 years of experience in a senior service support role, preferably in insurance customer service.
- Recent leadership experience required.
- Fluent in English, both written and spoken.
- Experience in US Property & Casualty Insurance customer service preferred.

Skills and C

📌 FBS Customer Care Supervisor (Pune)
🏢 Capgemini
📍 Pune