About this role
Basic Function:
• Manage team handling Inbound Calls for policy servicing & updating client system with changes required for multiple insurance policies. • Support client’s strategy by driving service excellence through effective management of an inbound customer contact centre team, across multiple brands and products
Essential Functions:
• Manage teams and ensure Service Level and quality targets are met • Collaborate with client’s Partnering Performance team to relentlessly deliver solutions that will serve evolving customer needs and drive an exceptional customer service culture • Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements • Monitor team performance and display a clear level of understanding of all performance reporting • Assist new hires such that they are productive on the floor in the shortest possible time frame • Provide coaching and feedback to team members to enable them to improve their performance • Provide inputs on process and system to the team members • Manage the team’s adherence to rostered schedules through real time monitoring • Ability to manage difficult conversations, irate customers and escalations • Client interaction, where required at the level of supervisors • Effectively manage queue and balancing of work loads • Motivate team members, manage absenteeism and attrition by building a resilient, engaged team, with a culture of innovation and continuous improvement • Leads and advocates change when necessary, supporting positive outcomes from change, including supporting the team through change
Skills:
• Knowledge of the function, process and systems • Attention to detail while reviewing tasks/instructions, preparing monthly reports, reviewing process performance etc. • Team management, Coaching and feedback ability • Excellent written and verbal communication • Knowledge of the Insurance industry • Excellent comprehension skills – read and interpret business requirements • Working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook • Planning skills - ability to prioritize tasks and deliver per deadlines • Adherence to EXL and client policies, code of conduct • Efficient with Time management
Education Requirements:
• Graduate with at least fifteen (15) years of education in any discipline
Work Experience Requirements:
• Minimum 2-years’ experience in Leadership role in BPO voice operations; Insurance experience preferred