- Manage daily inbound customer service operations and ensure service level targets are achieved.
- Experience in insurance domain is preferred Lead, mentor, and motivate Team Leaders and Customer Service Executives.
- Monitor KPIs such as SLA, AHT, CSAT, Quality, FCR, and productivity.
- Handle customer escalations and ensure timely resolution.
- Conduct performance reviews, coaching sessions, and provide constructive feedback.
- Analyze performance reports and identify opportunities for process improvement.