US Insurance voice process ||TM/SDM
2COMS View all jobs
- Pune, Maharashtra
- Rs. 14,00,000 per year
- Permanent
- Full-time
- Lead, mentor, and manage a team handling inbound/outbound calls related to US insurance (Health, Life, or Property & Casualty).
- Drive team performance to meet and exceed KPIs such as AHT (Average Handle Time), FCR (First Call Resolution), CSAT (Customer Satisfaction), and SLA adherence.
- Ensure compliance with client guidelines, regulatory standards, and internal SOPs.
- Conduct regular team huddles, coaching sessions, and performance reviews to enhance productivity and quality.
- Handle customer and client escalations effectively, ensuring timely and satisfactory resolution.
- Analyze performance data and prepare daily, weekly, and monthly MIS reports for senior leadership.
- Collaborate with Quality, Training, and Operations teams to identify process gaps and implement improvements.
- Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
- Proven experience in US insurance voice processes (Health, Life, or Property & Casualty).
- Strong leadership and team management capabilities.
- Excellent verbal and written communication skills.
- In-depth understanding of insurance concepts such as claims processing, policy servicing, underwriting, and billing.
- Ability to work in a fast-paced, performance-driven environment.
- Strong analytical and problem-solving skills.
- Proficiency in MS Office (Excel, PowerPoint, Word) and reporting tools.
- Experience managing teams of 15–50+ members in a BPO/insurance environment.
- Exposure to process improvement methodologies (Lean, Six Sigma, etc.).
- Familiarity with CRM platforms and ticketing systems.
- Experience in client interaction and stakeholder management.