Responsibilities:

Ø Lead team of 15-20 agents/ inbound & outbound customer service/sales call center executive. Overall process management.

Ø Maintain KPIs as per Service Level Agreement (SLA).

Ø Effective Performance Planning for Self & Team.

Ø Engaging and inspiring team to surpass their potential.

Ø To provide Coaching & Feedback to the executive.

Ø Creating sense of ownership within employees and resolve their issues.

Ø Handling escalations calls, queries, complaints for Customers & Client.

Ø Call listening/handling per Process requirement.

Ø Prepare and present team performance to Internal & External stakeholders.

Ø To identify BQM and prepare action plan and work along with Ops Manger for driving performance.

Knowledge/Experience:





Ø At least 4+ years of experience into General/Life Insurance Customer Service.

Ø At least 2 years of team management experience

Ø Should have handled team of at least 15 FTEs

Technical Skills

Ø Excellent skills in MS Excel Office

Ø Preferable knowledge in Life Insurance business

Location

Pune

Job Function

BUSINESS PROCESS SERVICES

Role

Lead

Job Id

423800

Desired Skills

Customer Service | Team Leader

Desired Candidate Profile

Qualifications : BACHELOR OF COMMERCE

📌 Customer Care (Pune)
🏢 Tata Consultancy Services (TCS)
📍 Pune