Team Lead - Insurance Customer Support

Job Title : Team Leader – Domestic Voice Process (Insurance)

Location : Kochi (Work from Office)

Process : Domestic Voice – Insurance Customer Support

Job Summary :

We are looking for a dynamic and people-oriented Team Leader to manage our Insurance Customer Support voice process. The role involves leading a team of 15–20 agents, ensuring performance delivery, client management, and maintaining high standards of customer satisfaction in a fast-paced environment.

Key Responsibilities :

• Lead, manage, and motivate a team of 15–20 customer support executives.
• Monitor daily operations and ensure achievement of process KPIs (AHT, Quality, CSAT, Attendance, etc.).
• Provide regular coaching, feedback, and performance reviews to team members.
• Handle escalated customer queries and ensure quick resolution.
• Manage client interactions, provide regular updates, and maintain strong client relationships.
• Prepare and maintain daily / weekly / monthly performance reports.
• Ensure compliance with company policies and insurance industry guidelines.
• Drive team engagement and maintain a positive work environment under high-pressure situations.

Requirements :

Skills Required

Team Lead, English, Malayalam