The ideal candidate will demonstrate ownership, provide timely resolutions while ensure consistent, courteous, and efficient service according to quality monitoring guidelines to the team members. Liaison with onshore departments may be necessary to relay process improvements and promote team collaboration.

• Meeting the SLA Targets
• Team management and Transaction/Call Monitoring
• Productivity Improvement and Employee engagement
• Client interaction, if required at supervisory level
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Management reporting and oversight
• Driving Quality initiatives in the process to attain measurable positive results
• Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
• Ensuring accuracy of performance reports and compliance to internal control requirements
• Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
• Establish an environment and work style that promotes the concept of teamwork and professional development
• Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
• Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

Education Requirements: College Graduate

Work Experience Requirements : Candidate should have a minimum of 36 months of supervisory work experience in a BPO environment preferably in an insurance process/account

Skills: Must have an experience/background handling US Retirements for more than 2 years