Insurance Team Lead

5 days ago

Navi Mumbai, Maharashtra, India Iccs Full time ₹ 6,00,000 - ₹ 18,00,000 per year

Job Title: Team Leader Voice Process (Insurance Domain)

Location: AURUM Proptek Building , MBP , Mahape , Ghansoli , Navi Mumbai

Job Type: Full-time

Shift: Day Shift

Experience Required: 35 years (with at least 1–2 years in a Team Leader role)

Domain: Insurance Life/Health/General

Reporting To: Operations Manager / Process Manager

Job Summary:

We are seeking a dynamic and results-driven Team Leader to manage and lead a team in our voice-based insurance process. The ideal candidate should have prior experience handling inbound and/or outbound insurance voice campaigns and demonstrate strong leadership, communication, and performance management skills.

Key Responsibilities:

  • Lead, manage, and motivate a team of Salesz Representatives/Agents handling voice-based insurance support (claims, policy servicing, renewals, sales, etc.).
  • Monitor daily operations to ensure SLAs (Service Level Agreements), KPIs (Key Performance Indicators), and quality standards are met or exceeded.
  • Ensure team compliance with insurance regulations, process guidelines, and internal SOPs.
  • Conduct performance reviews, coaching, and feedback sessions to drive continuous improvement.
  • Handle escalated calls and ensure effective resolution while maintaining customer satisfaction.
  • Collaborate with QA and Training teams to identify knowledge/skill gaps and support learning initiatives.
  • Maintain MIS reports, performance dashboards, and provide regular updates to senior management.
  • Drive process improvements, productivity, and customer satisfaction initiatives.
  • Ensure high standards of attendance, adherence, and discipline within the team.

Required Skills & Qualifications:

  • Graduate in any discipline (Insurance certification is a plus – e.g., LOMA, IRDAI).
  • Minimum 3 years of experience in BPO voice process, with at least 1–2 years as a Team Leader.
  • Prior experience in the Insurance domain (Life, Health, or General Insurance).
  • Excellent verbal and written communication skills.
  • Strong people management, conflict resolution, and team-building abilities.
  • Analytical mindset with proficiency in tools like Excel, CRM, ACD/Call Monitoring systems.
  • Familiarity with insurance terminology, compliance, and documentation requirements.

Preferred Qualifications:

  • Exposure to international voice processes (e.g., US/UK insurance clients).
  • Flexible to work in rotational shifts or night shifts, based on process requirements.
  • Knowledge of Lean, Six Sigma, or other process improvement methodologies is an advantage.

What We Offer:

  • Competitive salary with performance-based incentives
  • Opportunity to work with a leading BPO in the insurance domain
  • Career growth and learning opportunities
  • A dynamic and supportive work environment

To Apply: Send your updated resume to [Insert Email] or apply via [Company Careers Page Link].

Let me know if you want this tailored for a specific type of insurance, geography (domestic/international), or company tone (more formal or more casual).Role & responsibilities

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