- Job Role: Partner Operations-Operations
- Experience (In Years): 0-3
- Job Location: Work from office - SMNE
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
Responsibilities
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
Qualifications
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
