Trainer - Team Leader

Job Title: Manager Customer Service

Location: Pune

Department: Customer Service

Reports To: Sr. Manager Operations

****Salary Range Between 14 to 16 LPA Including the Incentive**** Excluding the NSA****

Job Summary:

We are seeking a highly skilled and experienced Manager to lead customer service team. The ideal

candidate will be responsible for managing day-to-day operational activities related to the calls,

ensuring efficient workflows, and maintaining high standards of service delivery. This role requires

strong leadership, problem-solving abilities, and overseeing the daily operations of a call center,

including leading and managing staff, developing and implementing strategies, and ensuring high-

quality customer service. They also monitor performance metrics, provide training, and handle

customer complaints or inquiries.

Key Responsibilities:

1. Operational Management:

Lead, coach, and develop a team of customer service supervisors and agents.

Manage daily contact center operations, including staffing, scheduling, and real-time

performance monitoring.

Define and monitor KPIs such as CSAT, FCR, AHT, SLA, and agent productivity.

Implement strategies to improve service quality, efficiency, and customer satisfaction.

Use analytics and reporting tools to evaluate trends and make data-driven decisions.

Oversee the implementation of new tools, technologies, and processes.

Collaborate with cross-functional teams (e.g., IT, Sales, Product) to resolve issues and

improve customer journeys.

Handle escalated customer complaints and ensure timely resolution.

Ensure compliance with company policies and industry regulations. Maintain training

programs to support agent development and operational excellence.

Oversee the daily operations of the insurance department to ensure smooth workflow,

accurate policy administration, claims processing, and compliance with industry

regulations.

Develop and implement operational procedures to enhance efficiency and reduce

processing time.

Monitor key performance indicators (KPIs) and metrics to evaluate team performance and

operational effectiveness.

2. Team Leadership and Development:

Lead, mentor, and develop a team of customer service operations professionals, ensuring

clear communication and the achievement of department goals.

Conduct regular training sessions to keep the team updated on new policies, products, and

industry trends.

Foster a positive work environment that encourages collaboration, productivity, and

continuous improvement.

Copyright 2025 Cogneesol 13. Process Improvement:

Analyze and optimize operational processes to identify areas for improvement and

implement best practices.

Coordinate with other departments, to ensure a seamless process flow.

Implement and oversee automation tools and technology solutions to streamline operations.

4. Compliance and Risk Management:

Ensure all operations comply with industry regulations, corporate policies, and legal

standards.

Monitor and address any potential risks or operational issues, escalating as necessary to

senior management.

Maintain and update insurance-related documentation, including policy and claims records.

5. Customer Service and Stakeholder Management:

Maintain a focus on customer satisfaction by ensuring timely and accurate processing of

insurance policies and claims.

Work closely with internal and external stakeholders, including brokers, clients, and

insurers, to ensure alignment and high service standards.

Address any escalated customer complaints or issues promptly and effectively.

6. Reporting and Analysis:

Prepare and present regular reports on operational performance, trends, and departmental

KPIs to senior management.

Conduct data analysis to identify emerging trends and areas for potential operational

improvements.

7. Qualifications and Skills:

Bachelor's degree in any field.

7+ years of experience in a customer service or contact center environment

Strong knowledge of contact center technologies (e.g., CRM, IVR, ACD, WFM).

Excellent leadership and team management skills, with the ability to drive results and

foster a collaborative team environment.

Strong analytical and problem-solving abilities.

Excellent communication skills, both written and verbal.

Proficiency in insurance management software and MS Office Suite.

8. Personal Attributes:

Detail-oriented with a focus on accuracy and efficiency.

Strong organizational and multitasking abilities.

Ability to work well under pressure and meet deadlines.

Adaptability and openness to continuous learning and improvement.

9. Working Hours

The candidate should be flexible to work in any shift 24/7.