Team Leader - Insurance Call Centre (US Hours)
Core
Lead a team of agents in a 24x7 insurance call center to drive customer-centric service, business generation, and revenue retention through people management and process improvement.
Role type
Team Leader (Call Center Operations)
Builds
Customer service operations and business process outcomes for insurance clients
Domain
Insurance / Business Process Outsourcing (BPO)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership, performance management, coaching, stakeholder management, data analysis, financial management, conflict resolution, strategic thinking, time management, HR process knowledge, report writing, Microsoft Office proficiency, BPO industry knowledge
Preferred skills
Tertiary qualification in management, experience in BPO/contact center environment
Responsibilities
Engage and support staff to achieve KPIs through coaching and performance management; manage stakeholder relationships to ensure project delivery; interpret and report data to improve team performance; maintain productivity by managing schedules and payroll queries.
Seniority
Mid-level management
