Team Leader

Training:

• Manage a set of new hires through initial team bonding exercises
• Prepare a training schedule and adhere to timelines.
• Track attendance and maintain MIS for test scores etc.
• Ensure that training material is updated
• Gauge the understanding levels of the batch from time to time and report back to the Manager.
• Provide ongoing, constructive feedback to the team
• Initiate ID creation requests with the tech team
• Ensure that the entire batch is aware of the quality parameters
• Ensure complete supervision as soon as the batch hits the floor
• Identify gaps and plan training sessions for the existing team
• Create SOPs, conduct PKTs for teams

Operations:

•  Manage a team of 15-20 + associates
•  Track attendance and maintain MIS for test scores etc
•  Ensure that training material is updated
•  Provide ongoing, constructive feedback to the team
• Conduct 1-0-1s with team and highlight key issues to management
• Good understanding of SLAs and metrics and ability to drive them
• Good at doing analysis for any misses or problems
•   Identify gaps and plan training sessions for the existing team
•  Responsible for customer service turnaround within set time frames
•  Ensure accurate documentation of customer profiles
•  Handle written customer correspondence on behalf of customer
•  Communicate with operations staff on client issues, policy change etc
•  Should be able to communicate effectively with customer based out of UK
•  Passing the case to the relevant Q based on information given/missing
•  Should be able to analyze customer requirements & process cases accordingly
• Meet unit level targets set for efficiencies, service levels and attrition
• Skills

•  Working knowledge of PCs e.g. MS Office. Good with Excel as most data is manual in nature
•  Excellent keyboard skills
•  Generic understanding of customer service
•  Excellent spoken English and written communication skills
•  No Regional Accent
•  Ability to verbalize thoughts
•  Correct construction of sentences and Grammatically correct English
•  Good grasping power
•  Excellent listening skills
•  Team player
•  Understanding of job profile applied for
•  UK Insurance knowledge would be preferred
•  Preferred Knowledge:

• Certification / Knowledge of CII – CF1 / FA1 / FA2 / FA5
• Any other certification in Insurance