Job Description

:Primary ResponsibilityHandling Contact Center (Life Policy Admin & Claims) for a US based client.Performance Parameters

• Process performance as per agreed SLAs/ KPIs
• Quality and AHT Improvement
• Customer Satisfaction
• Level of subject matter expertise
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible time frame.
• Handle escalations/ Supervisor calls
• Provide inputs on process and system to the team members.
• Client Interaction, where required at the level of Supervisors.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Conduct Reward and Recognition ceremonies along with other engagement activities
• Prepare and propose plan for attrition control and employee development

Competencies & Skills

• Good experience in handling contact center operations
• Good comprehension and proficient voice skills
• High level of computer proficiency.
• Coaching and Feedback ability.
• Clear written and verbal communication.
• Has a bias for action. Superior Implementation
• Intellectually agile and analytical
• Operations Management
• Makes the Client the compelling focus of the business
• Wins the talent war through effective people management

Values & Behavior

• Customer Service Orientation.
• Quality Orientation.
• Empathy for effective on the job coaching and feedback.

EXL Service