Team Lead

The Assistant Manager role is responsible for managing and delivering high-quality customer service within an insurance environment. The role focuses on driving team performance against Service Level Agreements (SLAs), providing supervisory support, handling escalations and complaints, and ensuring consistent quality, productivity, and compliance. The incumbent must be flexible with shift schedules based on business requirements.

• Lead, manage, and motivate a team of customer care agents to achieve quality and productivity targets.
• Monitor individual and team performance, providing ongoing coaching, feedback, and performance management.
• Set clear performance goals and KPIs aligned with operational objectives.
• Conduct regular team meetings and foster an open, values-driven communication culture aligned with EXL standards.
• Implement on-floor strategies to reduce attrition and improve employee engagement and satisfaction.
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