Job Title : Team Leader – US Life Insurance | Mumbai

Job Description:

​We are hiring an experienced Team Leader – US Life Insurance Agency Management to lead high-performing teams supporting US Life Insurance operations. The ideal candidate will have strong people management experience, expertise in insurance contact center operations, and the ability to drive operational excellence, client satisfaction, and continuous process improvements.

Location: Mumbai, India
Work Setup: Onsite
Shift: 24x7 Rotational (Primarily US Night Shift)
Experience: 6–8 Years

Key Responsibilities

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

• Plan workloads and ensure effective task distribution.

• Handle day-to-day operational escalations and drive timely resolutions.

• Monitor team performance, productivity, and quality metrics.

• Conduct regular performance reviews, coaching, and feedback sessions.

• Drive process improvement and operational excellence initiatives.

• Support voice, chat, and back-office operations as needed.

• Take customer calls/chats periodically to stay aligned with operational processes.

• Collaborate with US client stakeholders and internal leadership teams.

• Ensure SLA, quality, compliance, and customer satisfaction targets are achieved.

Required Qualifications

• 6–8 years of experience in BPO or Insurance Operations.

• Minimum 2 years of people management or Team Leader experience.

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

• Strong understanding of Insurance Contact Center operations (Voice/Blended).

• Excellent spoken and written English communication skills.

• Typing speed of 40–60 WPM for chat and email support.

• Experience in workload planning, performance management, and escalation handling.

• Strong project management, analytical, and problem-solving skills.

• Experience working with US clients and stakeholders.

• Willing to work primarily in US Night Shift within a 24x7 rotational environment.

Important Notes

• Location: Mumbai

• 24x7 Rotational Shift (Primarily US Night Shift)

• Minimum 2 years of Team Management experience required.

• Experience in US Life Insurance Agency Management is highly preferred.

• Ex-TCS employees are not eligible.

• PAN and DOB are mandatory for profile creation.