Role/Responsibility

• Drive overall performance and manage Inbound Calls for a US Insurance voice processes
• Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance and
• Lead process meetings / calls. In addition to sales per hour, call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Attrition management will be a prime deliverable. Manage client interactions

• Upskill and manage performance at an hourly/daily/weekly/monthly level
• Manage teams and ensure customer satisfaction, quality and productivity targets are met
• Motivate team members and control attrition
• Complaint and escalation management
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvemen...