Drive overall performance and manage Inbound Calls for a US Insurance voice processes
Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance and
Lead process meetings / calls. In addition to sales per hour, call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Attrition management will be a prime deliverable. Manage client interactions
Role/Responsibility
Upskill and manage performance at an hourly/daily/weekly/monthly level
Manage teams and ensure customer satisfaction, quality and productivity targets are met
Motivate team members and control attrition
Complaint and escalation management
Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.