Team Lead - (Immediate joiners)
- Tech Mahindra
- 3 - 5 years
- Mumbai
- 9 months ago
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Job Description
Looking for Immediate Joiners-Team Leader Mapping Operations
Job Title: Team Lead Mapping Operations
Band: U3
Location: Navi Mumbai (Marol and Airoli)
Notice period: Immediate to 30 days
Experience: overall 3+ years and 1 years as Team Lead
Job Summary
The Team Lead in an Insurance BPO process is responsible for managing a team of customer service or claims processing agents, ensuring high-quality service delivery, compliance with insurance regulations, and achievement of performance targets. This role acts as a bridge between frontline staff and management, driving operational efficiency and client satisfaction.
Key Responsibilities:
1. Team Management & Supervision
- Lead and supervise a team of insurance BPO agents.
- Allocate tasks and manage daily workflow to meet SLAs and KPIs.
- Monitor attendance, adherence, and productivity.
2. Performance Management
- Set clear goals and performance metrics.
- Conduct regular coaching, feedback sessions, and performance appraisals.
- Identify training needs and organize skill enhancement programs.
3. Quality Assurance & Compliance
- Ensure adherence to insurance policies, procedures, and regulatory standards.
- Monitor call quality and documentation accuracy.
- Handle escalations and ensure timely resolution of customer issues.
4. Reporting & Communication
- Compile and present performance reports to management.
- Communicate updates, changes in process, and client feedback to the team.
- Maintain documentation for audits and compliance checks.
5. Process Improvement
- Identify gaps and suggest improvements in workflow and customer handling.
- Collaborate with quality and training teams to enhance service delivery.
- Implement best practices and automation where applicable.
6. Employee Engagement & Development
- Foster a positive and motivating work environment.
- Organize team-building activities and recognition programs.
- Mentor team members for career growth and leadership development.
Qualifications:
- Bachelors degree
- Strong understanding of insurance products and processes.
- Familiarity with CRM tools and reporting dashboards.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: Tech MahindraLocation(s): Mumbai
Keyskills: Team Handling Client Coordination team lead Gis Mapping Operations Geospatial Data Shrinkage Attrition Stakeholder Management
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