Job Title: Team Manager / Delivery Manager – US Voice Process

Job Summary

We are seeking an experienced and results-driven Team Manager / Delivery Manager to oversee operations for our US Voice Process . The candidate will be responsible for managing a team of customer service professionals, ensuring service excellence, meeting key performance metrics, and maintaining compliance with client and regulatory requirements.

Key Responsibilities

Lead, mentor, and manage a team handling inbound/outbound calls related to US insurance (Health, Life, or Property & Casualty).
Drive team performance to meet and exceed KPIs such as AHT (Average Handle Time), FCR (First Call Resolution), CSAT (Customer Satisfaction), and SLA adherence .
Ensure compliance with client guidelines, regulatory standards, and internal SOPs.
Conduct regular team huddles, coaching sessions, and performance reviews to enhance productivity and quality.
Handle customer and client escalations effectively, ensuring timely and satisfactory resolution.
Analyze performance data and prepare daily, weekly, and monthly MIS reports for senior leadership.
Collaborate with Quality, Training, and Operations teams to identify process gaps and implement improvements.
Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

Requirements

Required Skills & Qualifications

Proven experience in US insurance voice processes (Health, Life, or Property & Casualty).
Strong leadership and team management capabilities.
Excellent verbal and written communication skills.
In-depth understanding of insurance concepts such as claims processing, policy servicing, underwriting, and billing .
Ability to work in a fast-paced, performance-driven environment .
Strong analytical and problem-solving skills.
Proficiency in MS Office (Excel, PowerPoint, Word) and reporting tools.

Preferred Skills

Experience managing teams of 15–50+ members in a BPO/insurance environment.
Exposure to process improvement methodologies (Lean, Six Sigma, etc.).
Familiarity with CRM platforms and ticketing systems .
Experience in client interaction and stakeholder management.

Additional Details

Role: Team Lead / Manager

Must Have Skills: hands-on experience with US insurance voice processes (Health, Life, or Property & Casualty

Years of experience as Manager: 8+ years

Industry: Insurance / BPO / Customer Service

Notice Period: Immediate to 90 Days

Location: Noida / Pune

Mode of Work: Work from Office

Salary: For Team Lead Up to ₹ LPA , Team Manager- ₹14 LPA

Employment Type: Full-Time