Job Description
To supervise daily operations of the insurance customer service team, ensure SLA and quality targets are met, and deliver a high standard of customer experience across voice, email, and chat channels for policyholders and prospects.
Key Responsibilities
- Supervise a team of 15–20 Customer Service Representatives handling inbound/outbound calls, emails, and chats related to policy inquiries, claims status, and complaints.
- Monitor team performance against KPIs: AHT, FCR, CSAT, adherence, and quality scores.
- Conduct call calibrations, coaching sessions, and provide floor support to improve agent performance.
- Ensure compliance with insurance regulations, data privacy, and company policies.
- Handle escalated customer complaints and ensure resolution within TAT.
- Coordinate with Claims, Underwriting, and IT teams for issue resolution and process improvements.
- Prepare daily/weekly performance reports and pr...