Lead Associate - Operations

• Role involves handling inbound calls from customers/agents to resolve queries on their accounts
• Role requires providing excellent customer service on queries related to processing insurance policy related transactions – new business, renewals, amendment, enquiries, etc. received from Customers/Agents
• Should meet/exceed business KRAs - NPS, Quality, Productivity, AHT or any other metrics specified by Business / Process
• Should be ok with working in 24* 7 environment, spilt offs and rotational shifts
• Should be willing to work from office.

Requirements

Skills required:

• Solutions mind-set, helping nature, passion to drive excellent customer experience
• Ability to adapt self with the team in-case of adversity, business challenges/requirement
• Has the ability to demonstrate working in a positive and fulfilling work environment with minimal supervision
• High proficiency in verbal and written English (a neutral accent is preferred as customers are based in the US)
• Strong ability to multi-tasking
• Efficient in internet, computer usage, typing and web-based application skills
• High attention to detail and accuracy
• Essential: Numeracy, Products & Telephone etiqu...