US Insurance voice process ||TM/SDM

• 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.

2COMS