Customer Success Associate

We are seeking an experienced and dynamic
Customer Success Associate
to lead and manage the operations of our customer service contact centre, with a focus on delivering exceptional service to our insurance customers. The ideal candidate will be responsible for overseeing daily operations, managing a team of customer service agents, and ensuring that performance targets are met while maintaining high levels of customer satisfaction.

This role requires a strong background in both customer service and insurance, with proven leadership skills, the ability to implement operational strategies, and a focus on continuous improvement.

Responsibilities

Team Leadership and Development:

• Manage and mentor a team of contact centre agents, providing guidance, training, and support to ensure high levels of performance.
• Conduct regular performance reviews, identify areas for development, and create personalized coaching plans.
• Foster a positive work environment to maintain high morale and motivation within the team.
• Recruit, onboard, and train new staff to ensure team effectiveness.

Operational Management:

• Oversee the day-to-day operations of the contact centre, ensuring service level agreements (SLAs) are consistently met.
• Monitor and manage call volumes, response times, and other key performance indicators (KPIs) such as customer satisfaction, first call resolution, and complaint handling.
• Develop and implement processes to enhance operational efficiency and streamline workflows.
• Manage shift scheduling, ensuring the team is adequately staffed during peak hours.

Customer Experience:

• Ensure the contact centre team provides exceptional service by addressing customer inquiries, claims, and policy-related concerns accurately and professionally.
• Resolve escalated customer issues and complaints, ensuring quick and effective resolutions.
• Ensure all customer interactions comply with industry regulations and company policies, maintaining confidentiality and privacy.

Performance Reporting and Analysis:

• Track and analyze performance metrics, including call volume, response time, customer satisfaction, and resolution rates.
• Prepare and present regular performance reports to senior management, providing insights and recommendations for improvement.
• Identify trends, challenges, and opportunities for improvement in customer service and operational processes.

Compliance and Risk Management:

• Ensure all agents are up to date with insurance industry regulations and internal policies.
• Monitor compliance with all relevant legal and regulatory requirements, particularly those governing the insurance industry.
• Address any issues related to data protection, customer confidentiality, and regulatory standards.

Process Improvement:

• Identify and implement best practices to improve the overall efficiency and effectiveness of the contact Centre.
• Work closely with other departments (e.g., Claims, Sales, IT) to streamline cross-functional processes and ensure a seamless customer experience.
• Participate in continuous improvement initiatives, utilizing customer feedback and performance data to optimize service delivery.

Technology and Tools Management:

• Oversee the use of contact centre software, CRM systems, and other relevant tools to ensure smooth operations.
• Work with IT and technical teams to troubleshoot and resolve system issues promptly.

Requirements

Experience:

• Minimum of 1-3 years of experience in a contact centre leadership role, ideally within the insurance or financial services industry.
• Strong knowledge of insurance products, policies, and industry regulations is essential.
• Proven track record of managing and developing high-performance teams.

Leadership:

• Strong leadership and people management skills, with the ability to motivate, coach, and develop a diverse team.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with employees, customers, and senior management.
• Analytical Skills:
• Strong problem-solving abilities and the capacity to analyze data and metrics to drive performance improvements.
• Experience in monitoring and managing key performance indicators (KPIs).

Customer Service Focus:

• A passion for delivering exceptional customer service and a deep understanding of customer needs.
• Ability to resolve complex issues and ensure a positive experience for customers.

Technical Proficiency:

• Experience with contact centre software, CRM systems, and Microsoft Office Suite (Excel, Word, PowerPoint).
• Knowledge of data analytics tools is a plus.

Regulatory Knowledge:

• Understanding of the regulatory framework governing the insurance industry, including data protection laws, insurance-specific compliance standards, and customer rights

Education Certifications:

• Bachelor's degree in business administration, Insurance, or a related field preferred.
• Contact Centre Management or Insurance-related certifications are a plus (e.g., CII certifications, Call Centre Management certifications).

Logistics

• Compensation: Competitive
• Joining: ASAP
• Location: Noida

Why should you consider us seriously?

• We believe that long-term, people over product and profits, prioritize culture over everything else.
• We are a well-balanced team of experienced entrepreneurs and are backed by top investors across India and Silicon Valley (Chiratae Ventures, Blume Ventures, Abstract Ventures, Emergent Ventures; Senior execs at Google, Square, Genpact & Flipkart; Co-founders of Infosys, Snapdeal, Slideshare, Zomato, etc.)
• Freedom and Responsibility
• Entrepreneurial Team
• Exponential Growth
• Healthcare (Physical & Mental Wellness)

Please Note:

SquadStack is committed to a diverse and inclusive workplace. SquadStack is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status