Team Manager- Cloud Virtual Relationship Enterprise

Job description

**Job Title -** Team Leader Virtual Relationship Team (Vashi) **Job Description** ICICI Lombard General Insurance is looking for an experienced Team Leader to lead the Virtual Relationship Executive (VRE) team. The role involves managing a team that supports insurance agents through calls, emails, and chat while driving productivity, service excellence, and operational KPIs. **Role & responsibilities** -Lead, mentor, and motivate a team of Virtual Relationship Executives. -Drive team productivity, quality, adherence, and SLA performance. - Monitor KPIs and prepare daily/weekly performance reports. -Conduct coaching sessions, team huddles, and performance reviews. - Ensure timely resolution of agent queries related to General Insurance products and services. -Coordinate with cross-functional teams for seamless issue resolution. -Ensure adherence to compliance, process, and company policies. -Deliver excellent agent experience while achieving business objectives. **Preferred candidate profile** Graduate in any discipline. 1-4 years of experience as a Team Leader in BPO, Customer Service, Telesales, Relationship Management, BFSI, or General Insurance. Prior experience in handling voice, email, and chat (blended) teams is preferred. Strong people management, coaching, and communication skills. Good analytical and MIS reporting skills. Comfortable working in a target-driven environment.