Job Description: The role requires solid team and client-handling experience, sound insurance domain knowledge, effective escalation management, and the ability to coach teams, control attrition, drive process improvements, and communicate performance and risks to managers and client stakeholders.

- Responsibilities: Manage voice operations teams and ensure achievement of SLAs, service levels, productivity, quality, customer experience, and turnaround-time targets.
- Monitor calls, transactions, queues, and performance trends on an ongoing basis and take timely corrective actions or drive incremental improvements.
- Plan staffing, schedules, break adherence, queue coverage, workload allocation, and daily operational priorities.
- Review performance dashboards and implement recovery plans for SLA, quality, productivity, or customer-experience gaps.
- Ensure effective handoffs, accurate call documentation,



and timely closure of customer requests.

- Qualifications: 4 to 6 years of overall experience in contact center, customer service, or US Insurance operations.
- Minimum 2 to 3 years of direct team-handling or supervisory experience in a voice process.
- Experience managing operational metrics, coaching employees, controlling attrition, handling escalations, and supporting client interactions.
- Hands-on exposure to Life Insurance and/or P&C; customer servicing is preferred.

Educational Qualification
- Graduate in any discipline; Business Administration, Commerce, Finance, Insurance, or a related field is preferred.
- Insurance certifications such as LOMA, AINS or equivalent will be an added advantage.

📌 Assistant Manager (Pune)
🏢 EXL Service
📍 Pune