Role Overview
2coms is hiring a mid-level US Insurance voice process TM/SDM. This is a full-time role in Telangana. Full responsibilities, required qualifications, and the apply link are listed in the description below.
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Job Description
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
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
Frequently Asked Questions
How do I apply for the US Insurance voice process TM/SDM position at 2coms?
Use the Apply button above to submit your application directly to 2coms. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.
Where is the US Insurance voice process TM/SDM position at 2coms located?
This position is based in Telangana. 2coms has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.
What does a US Insurance voice process TM/SDM at 2coms earn?
2coms has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.
When was the US Insurance voice process TM/SDM role at 2coms posted?
This role was posted on April 21, 2026 (49 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.
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