• Operational & People Leadership:

  • Lead, mentor, and motivate a team of operational associates towards meeting strict performance SLAs and business goals within tight timelines.

  • Oversee daily workload planning, task distribution, and real-time operational management across Voice, Chat, and Back-office workflows.

  • Conduct regular performance reviews, team huddles, and targeted coaching sessions to foster professional growth and process compliance.

• Customer & Escalation Management:

  • Serve as the primary point of contact for day-to-day operational escalations, ensuring swift and effective resolution.

  • Maintain active hands-on knowledge by taking live customer calls/chats for a few hours each week to stay aligned with current operating models and volume spikes.

• Stakeholder Management & Process Excellence:

  • Lead interactions and performance reviews with US client stakeholders.

  • Drive process improvement initiatives, root-cause analyses, and minor project management tasks to optimize operational efficiency.

Required Qualifications & Skills

• Experience:

  • Overall: 6 to 8 years of experience in Insurance Contact Centers/BPO environments (Voice or Blended Operations).

  • Leadership: At least 2 years of direct people management experience as a Team Leader.

  • Domain Knowledge: Minimum 2 years of experience in US Life Insurance Agency Management or Insurance servicing is strongly preferred.

• Communication & Tech Skills:

  • Exceptional verbal and written English communication skills.

  • Typing speed of 40–60 WPM with high accuracy for chat/email interaction functions.

• Core Competencies:

  • Proven problem-solving ability, analytical mindset, and exposure to basic project management methodologies.

  • Strong flexibility to operate seamlessly across blended channels (Voice, Chat, Back-Office).

• Shift Flexibility:

  • Must be fully flexible to work in a 24x7 environment, primarily supporting US Night Shifts with rotational days off.

Mandatory Candidate Application Requirements

Important Eligibility Criteria:​

Profile Creation Details: Candidates must provide their PAN Number and Date of Birth (DOB) at the time of application for initial profile creation and background validation.