Customer Service Team Lead
Job Summary
Oversee and guide the customer service team to deliver exceptional support while ensuring efficient handling of inquiries and policy-related concerns. The role focuses on maintaining high service standards, driving team performance, and ensuring compliance with insurance regulations. The objective also includes process improvements, team training, and resolving escalated issues to enhance customer satisfaction.
Responsibilities
- Manage daily BAU service operations
- Coach and mentor CS representatives
- Monitor KPIs and service-to-sales conversions
- Resolve escalated customer issues
- Ensure regulatory compliance
Required Skills
- COMGI, BCP, PGI, HI certifications
- 5+ years insurance call center experience
- Team leadership experience
- Analytical and problem-solving skills
- Strong communication skills
Job Details
Responsibilities:
- Lead and manage day-to-day BAU service operations including call handling(following call schedule), complaint management, team escalations and resolving blockers for the team members ensuring timely resolution and customer satisfaction.
- Lead, coach and mentor a team of customer service representatives to deliver excellent customer service and achieve performance targets.
- Responsible for Service KPIs as well as Service-to-Sales conversions.
- Ensure individual agent QA, KPIs and responsibilities are met/exceeded.
- Collaborate with other departments to ensure seamless customer experiences and efficient operations.
- Conduct regular refresher training sessions to enhance team members' knowledge and skills in general insurance products and services.
- Work independently and take ownership of issues, tactful resolutions of queries and escalations from customers.
- Ensure full compliance to procedures and processes.
Capabilities and Qualifications:
- Diploma / Degree in any field.
- Must be COMGI, BCP, PGI and HI certified.
- Minimum 5 years of experience in General Insurance call center environment.
- Contact Center team lead experience, preferably in insurance and banking organizations.
- Possess knowledge and understanding of the service to sale model.
- Ability to work independently and collaboratively in a fast-paced environment.
- Excellent problem-solving and analytical abilities to address customer concerns and find appropriate solutions.
- Excellent customer service phone etiquette.
- Strong verbal / written communication skills with the ability to listen actively and respond appropriately to customer needs.