Required Qualifications & Experience:

• Education & Experience: Bachelor’s degree in a relevant field or equivalent combination of education and proven work experience.

• Industry Expertise: Minimum of 2 years of hands-on insurance operations experience in areas such as billing, account management, or policy servicing. Strong functional knowledge of insurance billing and ECC account management is essential.

• Contact Center Leadership: 2-3 years of experience in a contact center environment, with at least 1 year in a formal leadership or supervisory role (e.g., Team Lead, Supervisor).

• BPO Background: Prior experience working within a Business Process Outsourcing (BPO) setting is required.

• Technical Proficiency: Advanced skills in MS Office Suite. Direct experience with QA platforms, CRM systems (e.g., Salesforce, Zendesk), and standard contact center telecommunications software.

Key Competencies & Skills:

• Analytical & Problem-Solving: Demonstrated ability to analyze performance data, identify trends, and recommend effective solutions to improve efficiency and quality.

• Communication: Excellent verbal and written communication skills, with a proven track record of clear documentation, effective coaching, and professional client/customer interaction.

• Operational Excellence: A detail-oriented mindset with a focus on accuracy, process adherence, and continuous improvement.