Team Manager / Assistant Manager

Process Design & Implementation:

• Understand operational requirements and research best practices to design and implement efficient processes and tools for improved service delivery.

Team Leadership & Management:

• Lead and manage a team of 10+ associates to consistently deliver high-quality customer service and meet performance targets.

Team Engagement & Performance:

• Foster a collaborative, performance-driven environment. Drive motivation, accountability, and overall team effectiveness to achieve business outcomes.

Reporting & Analytics:

• Prepare, analyze, and present MIS reports to support performance tracking and informed decision-making.

Customer Interaction:

• Handle customer interactions to address queries, resolve issues, and ensure high levels of satisfaction and service excellence.

Daily Operations:

• Monitor and coordinate daily team activities to ensure timely and efficient task completion.

Professional Communication:

• Handle and respond to written and electronic communications in a professional and timely manner.

Eligibility Criteria:

Experience:

• Minimum 4 years of total experience in the BPO/KPO industry, with specific exposure to the Insurance domain.

Team Management:

• Minimum 1 year of experience as a Team Lead (on paper) and currently designated as a TL.

Team Size Handled:

• Proven experience in managing a team of 10 or more associates.