Team lead-International Voice Operations
- NA
- 3 - 6 years
- Bengaluru
- 4 days ago
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Job Description
Job Title: Team lead-Voice Operations (Insurance Domain)
Location: Bangalore (BLR)
Shift: Night Shift (with flexibility to extend based on client and team requirements)
Education Qualification: Any Postgraduate
Experience Required: Minimum 3 years as a Manager (on paper)
Key Experience & Skills:
- Proven experience in managing voice operations (Inbound/Outbound).
- Insurance domain expertise is highly preferred, especially in Life Insurance.
- Strong leadership capabilities in handling large or multiple teams.
- Excellent communication and stakeholder management skills.
- Proficient in metrics reporting, client communication, and escalation management.
- Familiarity with Information Security practices and COE frameworks.
- Ability to work under pressure and manage Service Level Agreements (SLAs) effectively.
Role Responsibilities:
- Own and manage the engagement, ensuring smooth operations, client satisfaction, and team performance.
- Implement COE frameworks to maintain high standards of quality and productivity.
- Drive resource utilization, budget adherence, and financial performance of the engagement.
- Ensure accurate and timely delivery of client requirements and maintain high customer satisfaction.
- Regularly communicate with clients to discuss operational updates, CTQs, and build strong relationships.
- Prepare and present performance dashboards and process metrics to internal and external stakeholders.
- Identify and implement cost optimization strategies and best practices across teams.
- Ensure BCP readiness and maintain documentation for continuity planning.
- Proactively anticipate client needs and address potential issues to ensure seamless delivery.
Additional Expectations:
- Strong interpersonal and documentation skills.
- Ability to forecast and manage operational risks.
- Commitment to continuous improvement and value addition.
- Willingness to work in a dynamic, client-focused environment.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: International LifeLocation(s): Bengaluru
Keyskills: Team Handling International Operations International Process International BPO International Voice Process Team Management Bpo Operations International Call Center Team Leading Operations Management
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Our Client is American multinational information technology consulting and outsourcing company originally founded in India.
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