Grievance Redressal-Team Leader

Functional /Business Responsibilities:-

• Develop and implement effective training programs to enhance team performance and productivity.
• Collaborate with cross-functional teams to resolve complex issues and improve overall process efficiency.
• Analyze KPIs such as Shrinkage, Attrition, CSAT, DSAT, FCR, Average Handle Time (AHT), First Call Resolution (FCR), Agent Evaluation Scores etc. to drive business growth & overall performance metrics.
• Ensure compliance with quality standards and regulatory requirements.
• Manage a team of customer service representatives to achieve operational excellence in Inbound Voice Process.
• Oversee daily operations, ensuring efficient use of resources and effective communication among team members.
• Provide coaching and guidance to team members on product knowledge, sales techniques, and customer service standards.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Preferred candidate profile :-

• 4-6 years of experience in Insurance industry with expertise in Inbound Voice Process.
• Proven track record of managing teams effectively using TL methodologies.
• Strong understanding of people management principles including recruitment, training, development & retention strategies.
• Strong people management skills with ability to lead cross-functional teams effectively.
• Excellent communication skills for building strong relationships with customers and internal stakeholder
• Analytical ability
• MS Office proficiency
• Excellent presentation skills

Interested Candidates can share their resume on:- [email removed] and [phone removed]