Operations Team Lead-BPO 4

Role: Operations Team Lead-BPO 4

Experience: 6-10 Years

Location: Pune

Skillset:

BPO Operations

Insurance Operations

Life and pension insurance

MIS Reporting

UK Insurance

Responsibilities:

Training:

• Manage a set of new hires through initial team bonding exercises
• Prepare a training schedule and adhere to timelines.
• Track attendance and maintain MIS for test scores etc.
• Ensure that training material is updated
• Gauge the understanding levels of the batch from time to time and report back to the Manager.
• Provide ongoing, constructive feedback to the team
• Initiate ID creation requests with the tech team
• Ensure that the entire batch is aware of the quality parameters
• Ensure complete supervision as soon as the batch hits the floor
• Identify gaps and plan training sessions for the existing team

Operations:

• Manage a team of 15-20 + associates
• Track attendance and maintain MIS for test scores etc
• Ensure that training material is updated
• Provide ongoing, constructive feedback to the team
• Identify gaps and plan training sessions for the existing team
• Responsible for customer service turnaround within set time frames
• Ensure accurate documentation of customer profiles
• Handle written customer correspondence on behalf of customer
• Communicate with operations staff on client issues, policy change etc
• Should be able to communicate effectively with customer based out of UK
• Passing the case to the relevant Q based on information given/missing
• Should be able to analyze customer requirements & process cases accordingly
• Meet unit level targets set for efficiencies, service levels and attrition