Role: Operations Team Lead-BPO 4

Experience: 6-10 Years

Location: Pune

Skillset:

BPO Operations

Insurance Operations

Life and pension insurance

MIS Reporting

UK Insurance

Responsibilities:

Training:

- Manage a set of current hires through initial team bonding exercises
- Prepare a training schedule and adhere to timelines.
- Track attendance and maintain MIS for test scores etc.
- Ensure that training material is updated
- Gauge the understanding levels of the batch from time to time and report back to the Manager.
- Provide ongoing, constructive feedback to the team
- Initiate ID creation requests with the tech team
- Ensure that the entire batch is aware of the quality parameters
- Ensure complete supervision as soon as the batch hits the floor
- Identify gaps and plan training sessions for the existing team

Operations:

- Manage a team of 15-20 + associates
- Track attendance and maintain MIS for test scores etc




- Ensure that training material is updated
- Provide ongoing, constructive feedback to the team
- Identify gaps and plan training sessions for the existing team
- Responsible for customer service turnaround within set time frames
- Ensure accurate documentation of customer profiles
- Handle written customer correspondence on behalf of customer
- Communicate with operations staff on client issues, policy change etc
- Should be able to communicate effectively with customer based out of UK
- Passing the case to the relevant Q based on information given/missing
- Should be able to analyze customer requirements & process cases accordingly
- Meet unit level targets set for efficiencies, service levels and attrition

📌 Operations Team Lead-BPO 4 (Pune)
🏢 Tata Consultancy Services
📍 Pune