01Overview
About the RoleWe are looking for an experienced and dynamic Team Leader to manage operational delivery within our US Life Insurance Agency Management process. In this role, you will lead a team of frontline associates handling blended operations (Voice, Chat, Email, and Back-Office). The ideal candidate will combine strong people leadership, hands-on operational capability, and US client stakeholder management to drive key operational metrics and continuous process improvements.Key ResponsibilitiesOperational & People Leadership:Lead, mentor, and motivate a team of operational associates towards meeting strict performance SLAs and business goals within tight timelines.Oversee daily workload planning, task distribution, and real-time operational management across Voice, Chat, and Back-office workflows.Conduct regular performance reviews, team huddles, and targeted coaching sessions to foster professional growth and process compliance.Customer & Escalation Management:Serve as the primary point of contact for day-to-day operational escalations, ensuring swift and effective resolution.Maintain active hands-on knowledge by taking live customer calls/chats for a few hours each week to stay aligned with current operating models and volume spikes.Stakeholder Management & Process Excellence:Lead interactions and performance reviews with US client stakeholders.Drive process improvement initiatives, root-cause analyses, and minor project management tasks to optimize operational efficiency.Required Qualifications & SkillsExperience:Overall: 6 to 8 years of experience in Insurance Contact Centers/BPO environments (Voice or Blended Operations).Leadership: At least 2 years of direct people management experience as a Team Leader.Domain Knowledge: Minimum 2 years of experience in US Life Insurance Agency Management or Insurance servicing is strongly preferred.Communication & Tech Skills:Exceptional verbal and written English communication skills.Typing speed of 4060 WPM with high accuracy for chat/email interaction functions.Core Competencies:Proven problem-solving ability, analytical mindset, and exposure to basic project management methodologies.Strong flexibility to operate seamlessly across blended channels (Voice, Chat, Back-Office).Shift Flexibility:Must be fully flexible to work in a 24x7 environment, primarily supporting US Night Shifts with rotational days off.Mandatory Candidate Application Requirements Important Eligibility Criteria:Profile Creation Details: Candidates must provide their PAN Number and Date of Birth (DOB) at the time of application for initial profile creation and background validation. .
