Position Overview To supervise daily operations of the insurance customer service team, ensure SLA and quality targets are met, and deliver a high standard of customer experience across voice, email, and chat channels for policyholders and prospects.
Key Responsibilities
Supervise a team of 15–20 Customer Service Representatives handling inbound/outbound calls, emails, and chats related to policy inquiries, claims status, and complaints. Monitor team performance against KPIs: AHT, FCR, CSAT, adherence, and quality scores. Conduct call calibrations, coaching sessions, and provide floor support to improve agent performance. Ensure compliance with insurance regulations, data privacy, and company policies. Handle escalated customer complaints and ensure resolution within TAT. Coordinate with Claims, Underwriting, and IT teams for issue resolution and process improvements. Prepare daily/weekly performance reports and present insights to management. Identify training needs and coordi...