Team Leader
Team Leader
Posted on :
20-12-2024
Employer Active
1 Vacancy
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Job Description
Job Title: Team Leader
Company: Worlds Largest Insurance and Assistance Company
Location: Sector66 Gurgaon
About the Company:
As the world s largest insurance and assistance company we provide innovative solutions in risk management insurance and assistance services. We are committed to delivering exceptional customer experiences operational excellence and cuttingedge technology. Join us to be a part of a global leader shaping the future of the industry.
Job Summary:
We are seeking a highly motivated Team Leader to lead and manage a team of customer service representatives in our Insurance and Assistance division. As a Team Leader you will be responsible for overseeing daily operations ensuring high performance and maintaining service quality standards. You will be a key point of contact for both the team and management driving results coaching and fostering a positive and productive work environment.
Key Responsibilities:
Team Management: Lead supervise and motivate a team of customer service agents to achieve individual and team targets.
Performance Monitoring: Track and evaluate team performance ensuring KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) are met.
Coaching and Development: Provide ongoing feedback coaching and development opportunities to team members helping them improve performance and achieve career growth.
Quality Assurance: Ensure that all team members adhere to company guidelines and policies delivering highquality service to customers at all times.
Customer Escalations: Handle customer escalations effectively providing resolutions in a timely and professional manner.
Process Improvement: Identify areas for process improvement and collaborate with management to implement strategies for increased efficiency and customer satisfaction.
Reporting: Prepare and present daily/weekly/monthly performance reports to senior management.
Collaboration: Work closely with crossfunctional teams (such as Operations HR and Training) to ensure smooth operations and employee satisfaction.
Team Scheduling: Ensure that team schedules are managed efficiently adhering to fixed or rotational shift requirements.
Compliance: Ensure all operations comply with company policies industry regulations and quality standards.
Key Skills & Qualifications:
Experience: Minimum of 23 years in a leadership or supervisory role preferably in the BPO insurance or assistance services industry.
Communication Skills: Excellent verbal and written communication skills with the ability to articulate ideas clearly and interact effectively with customers team members and senior management.
Leadership: Strong leadership skills with the ability to motivate and manage a team in a highpressure environment.
ProblemSolving: Strong analytical and problemsolving abilities with a proactive approach to addressing challenges.
CustomerCentric: A deep understanding of customer service and the ability to drive a customerfirst culture within the team.
Multitasking: Ability to manage multiple priorities and work under tight deadlines.
TechSavvy: Proficiency in using CRM tools MS Office (Word Excel PowerPoint) and other business applications.
Eligibility:
Minimum 2 years of experience as a Team Leader/Team lead
Excellent Verbal and Written communication skills
Location: Gurgaon
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Employment Type
Full Time
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