Team Leader
Experience
Salary
Location
Job Description
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Customer Relationship Team |
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Stakeholder Management |
Business Teams, Claim Processing Team, Backend Teams, Quality team, Training Team, WFM, RTQM, MIS & Leadership |
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Functional / |
Manage performance parameters such as Quality, Attrition, Unplanned Shrinkage, Schedule Adherence, AHT, FCR, NPS etc. as per set standards for team of 15-20 CRMs |
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Supervising the performance and providing daily direction to a team of Team Coaches and CRMs to deliver to |
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Review & monitor daily sample calls for the team to assess team performance and give feedback to the team accordingly |
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Motivating, recognizing and rewarding, coaching, refresher training and managing customer escalation on calls |
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Provide inputs to the concerned SPOC for team rostering. Conduct one on one and team meeting regularly to provide feedback |
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Undertake projects for Customer Experience Management, Process Reengineering, Error Reduction, Efficiency Enhancement, Customer DIY/Contact Reduction etc |
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Must Haves: |
Problem Solving Skills |
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Process understanding and reforming abilities |
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Excellent Communication Skills in English & Hindi |
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People Management Skills |
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Stakeholder Management Skills |
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Analytical Ability |
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Required Qualification / Experience |
Full Time Graduate / Post Graduate |
Designation
Team Leader
Key Skills
Industry
Insurance
Functional Area
Insurance
Employment Type
Full Time
Education
Bachelor Degree
Job Type
Work From Office
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