Grievance Redressal-Team Leader

Job description

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:- sakshi.koli@ext.icicilombard.com and 8097462309