- >2 years experience in US Life Insurance Agency Management / servicing preferred

- Fluent speaking and writing skills in English language

- Ability to type 40-60 words per minute for chat and email functions

- Workload planning distribution

- Handle day to day escalations

- Drive process improvement initiatives

- Willing to take calls/chats not just for escalations and volume management but few hrs a week to stay updated on operating model

- Monitor performance & drive internal reviews with team

- 6 - 8 years experience (with atleast 2 years in a people management role) with strong understanding of Insurance contact centers/Voice / Blended Operations

- Project management skills

- Proven ability to lead teams towards common goals with aggressive timelines

- Problem solving skills

- Experience in handling operations and intertactions with US client stakeholders

- Flexibility to work in blended processes across chat, voice and back office functions

- Open to work primarily in US night shifts (flexible for 24x7) with rotational week off



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