Team Leader

Title: Team Leader (Motor Insurance)Function: Team Management / Insurance OperationsExperience: 3 - 6 YearsLocation: Mumbai (Virar West)Role SummaryThe Team Leader (Motor Insurance) will manage and lead a dynamic team responsible for motor insurance sales and support operations within a fast-paced BPO environment at the Virar West branch.This role requires strong leadership capabilities, a minimum of three years of experience in the motor insurance domain, and the proven ability to drive team performance to exceed challenging targets while ensuring adherence to stringent quality and compliance standards.Key ResponsibilitiesTeam Leadership & Performance Management:- Lead, supervise, and motivate a team of motor insurance agents, establishing clear expectations and ensuring the achievement of both individual and aggregated team sales/support targets.- Conduct real-time monitoring of daily operational metrics and team performance indicators, ensuring strict adherence to quality benchmarks and internal/regulatory compliance standards.- Implement structured training, coaching, and performance feedback mechanisms to enhance the team's productivity, product knowledge, and overall call handling efficiency.Operational Excellence & Customer Handling:- Act as the escalation point for complex or challenging customer queries and complaints specifically related to motor insurance products and processes, ensuring effective and definitive resolution.- Ensure the timely and accurate creation and submission of detailed MIS reports to senior management, providing actionable insights into team performance, trend analysis, and operational efficiency.- Work collaboratively with internal stakeholders (e.g., Quality Assurance, Training, Operations) to ensure seamless workflow and maximize overall customer satisfaction.Compliance & Development:- Conduct regular, mandatory team meetings to communicate product updates, share best practices, motivate staff, and conduct performance reviews.- Ensure all team activities, transactions, and customer interactions are executed in full compliance with IRDAI guidelines and internal process documentation.Candidate Minimum of 3 years of direct experience within the motor insurance industry, specifically in sales, support, or customer service roles.Education: Graduation in any academic discipline.Language Proficiency: Mandatory fluency in English (written and verbal); working proficiency in basic Hindi is required for customer interaction.Technical & Soft Skills:- Proven Leadership and team management capability with a track record of driving results in a target-driven environment.- Strong, in-depth knowledge of motor insurance processes, terminology, policy details, and regulatory requirements.- Excellent communication, active listening, and interpersonal skills necessary for effective coaching and customer resolution.- Highly developed Problem-solving and customer handling abilities under pressure.- Proficiency in MS Office suite (Excel for reporting) and familiarity with CRM tools used for sales and customer support tracking (preferred).Preferred Skills- Previous certification or training in motor insurance sales or compliance.- Direct experience managing performance using metrics such as AHT, CSAT, and conversion rates.- Knowledge of insurance claims processing basic workflows.- Experience utilizing call monitoring and quality auditing software.- Demonstrated ability to manage remote or hybrid team operations (if applicable) (ref:iimjobs.com)