Customer Support Operations Lead

Greetings from Live Connections

Position – Team Lead

Education Qualification : Any Graduate

Experience Requirement :

1. Should have voice team(Inbound or Outbound) handling skills.

2. Experience in Insurance preferred

3. Should have good knowledge in Ms office

4. Should be a level of TL on paper for 2+ yrs.

5. This is for Bangalore location.

6. Should be willing to work in night shifts and flexible enough to extend the hrs based on

client and team requirements.

Role Responsibility :

Individuals in this role own a team and are responsible for Operations, Client and People Management in the team.

They are responsible for the implementation of COE frameworks and ensuring quality and productivity of deliverables in the engagement.

They are accountable for resource utilization and performance of the team.

They are responsible for client deliverables and delivering business results in line with targets as per contractual agreement.

Responsible for accurate delivery from the entire project account, along with monitoring and implementing controls to achieve excellent customer feedback.

Must possess excellent inter personal skills, knowledge sharing, documentation skills and knowledge on Information Security practices.

Should be excellent with metrics reporting to client and internal stakeholders.

Associates would be required to have experience in Life Insurance.

Should have efficient skills in handling large / multiple teams.

Coordinate with the Clients and update the regular workflow / status of deliverables / Dashboards

Communicate with the customer on a regular basis to discuss operational issues and Critical to Quality (CTQ) delivery and to build rapport with the customer.

Manage customer relationships through regular communication with clients

Manage and resolve escalations and issues raised by customers.

Prepare and report process performance metrics to stakeholders

Perform root cause analysis on the errors made by the team members

Share value addition and best practices across teams

Drive a culture of continuous improvement within the team

Ensure optimum resource utilization through cross training initiatives and buffer management

Manage and resolve escalations and issues raised by customers and process specialists

Should be able to forecast BCP readiness & work in accordance to manage & document. Anticipate issues and needs of the customer related to the project and address them.

Apply on varalakshmi.y@livecjobs.com

7995831110