Job Description

Basic Function:

• Manage team handling Inbound Calls for policy servicing & updating client system with changes required for multiple insurance policies.
• Support client’s strategy by driving service excellence through effective management of an inbound customer contact centre team, across multiple brands and products

Essential Functions:

• Manage teams and ensure Service Level and quality targets are met
• Collaborate with client’s Partnering Performance team to relentlessly deliver solutions that will serve evolving customer needs and drive an exceptional customer service culture
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
• Monitor team performance and display a clear level of understanding of all performance reporting
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Provide coaching and feedback to team members to enable them to improve their performance
• Provide inputs on process and system to the team members
• Manage the team’s adherence to rostered schedules through real time monitoring
• Ability to manage difficult conversations, irate customers and escalations
• Client interaction, where required at the level of supervisors
• Effectively manage queue and balancing of work loads
• Motivate team members, manage absenteeism and attrition by building a resilient, engaged team, with a culture of innovation and continuous improvement
• Leads and advocates change when necessary, supporting positive outcomes from change, including supporting the team through change

Skills:

• Knowledge of the function, process and systems
• Attention to detail while reviewing tasks/instructions, preparing monthly reports, reviewing process performance etc.
• Team management, Coaching and feedback ability
• Excellent written and verbal communication
• Knowledge of the Insurance industry
• Excellent comprehension skills – read and interpret business requirements
• Working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook
• Planning skills - ability to prioritize tasks and deliver per deadlines
• Adherence to EXL and client policies, code of conduct
• Efficient with Time management

Education Requirements:

• Graduate with at least fifteen (15) years of education in any discipline

Work Experience Requirements:

• Minimum 2-years’ experience in Leadership role in BPO voice operations; Insurance experience preferred