You will be responsible for the following areas of work:
Essential Functions
- Meeting the SLA targets.
- Team management and transaction/ call monitoring.
- Productivity Improvement and Employee engagement.
- Client interaction, if required at supervisory level.
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Management reporting and oversight.
- Driving Quality initiatives in the process to attain measurable positive results.
- Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis.
- Ensuring accuracy of performance reports and compliance to internal control requirements
- Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams.
- Establish an environment and work style that promotes the concept of teamwork and professional development.
- Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed.
- Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level.
Primary Internal Interactions
- Below outlines the interactions within the company.
- Operations Managers, AVP/SAVP for the reporting, settling unresolved issues and escalation.
- Manager, for reporting performance, escalation handling, clarifying concerns, seeking support and monthly evaluation of performance.
- Associates, for the purpose of up-skilling them on process-related updates, coaching, mentoring and providing assistance and support when required.
- Subject Matter Experts/ Trainers for the purpose coordinating additional coaching that may be required for certain CSAs.
- Quality Analyst for the purpose of feedback and audit.
Primary External Interactions
- Client operations team and SMEs for the purpose of reporting developing and updating training curriculum, provide feedback on training and discussing specific action plans.
- Escalation teams at the client end for the purpose of seeking clarifications & answering queries.
- Take inbound calls to assist LFG clients, if required at times.
Experience and qualifications required for the role:
- Undergraduate - With minimum of 2 years of College Education or equivalent work experience.
- Candidate should have a minimum of 12 months of work experience in a BPO environment preferably in an insurance process/ account.
- Knowledge about US Life Insurance processes.
- Flexibility to work in various shifts.
- Knowledge about US culture.
- Knowledge on quality procedures.
- Preferably good typing speed and accurate system updating.
- Phone call/master handling skills.
- Keyboarding skills (at least 30 wpm).
- Negotiation and influencing skills.
Benefits include:
- Medical Insurance.
- Free gym membership.
- Shift allowance.
