Location: Mumbai
Experience: 6–8 Years
Band: BPO 3/4
Salary: ₹9–11 LPA
Shift: 24×7 rotational shifts, primarily US night shifts
Employment Type: Full-time

Job Summary

We are looking for an experienced and results-driven Team Leader – US Life Insurance Agency Management to manage daily operations, lead a team of customer service professionals, and ensure high-quality service delivery for US life insurance agency management processes. The ideal candidate should have strong knowledge of US life insurance operations, experience in people management, and the ability to handle escalations, monitor team performance, and drive continuous process improvements.

Key Responsibilities

• Lead and manage a team handling US Life Insurance Agency Management and servicing operations.

• Oversee daily workload allocation, resource planning, productivity, and service-level performance.

• Handle day-to-day operational escalations and ensure timely resolution of customer and stakeholder concerns.

• Monitor team performance through regular reviews, quality assessments, productivity tracking, and coaching.

• Drive process improvement initiatives to enhance operational efficiency, service quality, and customer satisfaction.

• Coordinate with US client stakeholders, hiring partners, internal teams, and other business functions to ensure smooth operations.

• Participate in voice calls, chats, and back-office activities for a few hours each week to maintain hands-on process knowledge.

• Ensure effective delivery across blended operations, including voice, chat, email, and back-office support.

• Develop team members through coaching, feedback, performance management, and skill development.

• Support project management activities, operational reviews, and time-sensitive business initiatives.

• Maintain compliance with process guidelines, service standards, and applicable client requirements.

• Demonstrate flexibility in managing changing workloads, business priorities, and 24×7 operational requirements.

Required Skills and Qualifications

• 6–8 years of overall experience in operations, customer service, or insurance contact center environments.

• Minimum 2 years of experience in a people management or team leadership role.

• At least 2 years of experience in US Life Insurance Agency Management or servicing is preferred.

• Strong understanding of insurance contact center operations, including voice and blended processes.

• Excellent verbal and written English communication skills.

• Typing speed of 40–60 words per minute for chat and email support.

• Strong team leadership, workload planning, and performance management skills.

• Experience in handling escalations and interacting with US client stakeholders.

• Good project management, analytical thinking, and problem-solving abilities.

• Ability to drive process improvements and achieve operational targets within aggressive timelines.

• Willingness to work primarily in US night shifts, with flexibility to support 24×7 rotational shifts and rotational weekly offs.

Preferred Candidate Profile

• Prior experience in US life insurance agency servicing operations.

• Strong customer service orientation and stakeholder management skills.

• Ability to work in a fast-paced environment and manage multiple priorities.

• Comfortable handling voice, chat, email, and back-office responsibilities.

Important Hiring Criteria

• Ex-TCS employees are not eligible to apply.

• PAN and date of birth (DOB) are required for candidate profile creation, to be collected and processed through the employer's approved recruitment process.