Team Leader Operations

Key Responsibilities

People & Performance Management

• Lead coach and monitor a team of insurance agents handling inbound/outbound calls emails and chats
• Conduct regular oneonone coaching performance reviews and corrective actions as required
• Support agent skill development on insurance products underwriting basics claims processes and customer handling
• Drive engagement morale and succession planning and retention within the team
• Set clear expectations and accountability for KPIs behavior and compliance
• Conduct regular performance calibrations coaching reviews and talent development planning

Insurance Operations & Compliance

• Ensure adherence to insurance regulations licensing requirements HIPAA PCI and dataprivacy standards (as applicable)
• Oversee and Reinforce compliance with scripts disclosures call flows documentation and audit requirements
• Escalate regulatory compliance or risk concerns to management promptly
• Partner with Compliance and QA teams to address audit findings and reduce regulatory risk through coaching and corrective action

Quality & Customer Experience

• Ensure consistent delivery of accurate information related to policies coverage billing endorsements and claims
• Partner with QA to improve call quality documentation accuracy and regulatory compliance scores
• Drive firstcall resolution (FCR) while maintaining accuracy and compliance
• Address customer escalations and complex cases effectively

Operational Management

• Own delivery against SLAs including Service Level Quality Accuracy CSAT and Productivity
• Ensure schedule adherence attendance compliance and productivity management
• Monitor realtime and historical KPIs including AHT Quality CSAT Conversion Accuracy and Compliance
• Support workload balancing during peak volumes (renewals open enrollment catastrophe events etc.)
• Partner with Workforce Management to align staffing schedules and capacity planning
• Manage operational readiness during peak periods such as renewals open enrollment or catastrophe events
• Address escalations exception cases and complex customer or carrier issues

Reporting & Stakeholder Communication

• Prepare and maintain daily/weekly/monthly performance and compliance and trend analysis
• Communicate performance trends risks and action plans to leadership
• Participate in internal reviews audits and client or carrier meetings as required
• Support QBRs audits and business reviews with structured insights and action plans

Financial & P&L Management

• Manage operating costs productivity and margins in alignment with budget and P&L targets
• Identify efficiency opportunities through process optimization staffing models and technology enablement
• Monitor shrinkage overtime and utilization to ensure cost control

Continuous Improvement & Change Management

• Drive continuous improvement initiatives to reduce defects rework and complaints
• Support implementation of new insurance products regulatory changes and client requirements
• Promote a culture of accountability quality and customercentric service

Key Performance Indicators (KPIs)

• SLA & Service Level attainment
• Quality & Compliance Scores
• CSAT / NPS
• Accuracy & Audit Pass Rates
• Productivity / AHT (program dependent)
• Attendance & Schedule Adherence
• Team Attrition & Engagement
• Financial performance vs. budget

  Key Responsibilities

  People & Performance Management

• Lead coach and monitor a team of insurance agents handling inbound/outbound calls emails and chats
• Conduct regular oneonone coaching performance reviews and corrective actions as required
• Support agent skill development on insurance products underwriting basics claims processes and customer handling
• Drive engagement morale and succession planning and retention within the team
• Set clear expectations and accountability for KPIs behavior and compliance
• Conduct regular performance calibrations coaching reviews and talent development planning

• Insurance Operations & Compliance

• Ensure adherence to insurance regulations licensing requirements HIPAA PCI and dataprivacy standards (as applicable)
• Oversee and Reinforce compliance with scripts disclosures call flows documentation and audit requirements
• Escalate regulatory compliance or risk concerns to management promptly
• Partner with Compliance and QA teams to address audit findings and reduce regulatory risk through coaching and corrective action

• Quality & Customer Experience

• Ensure consistent delivery of accurate information related to policies coverage billing endorsements and claims
• Partner with QA to improve call quality documentation accuracy and regulatory compliance scores
• Drive firstcall resolution (FCR) while maintaining accuracy and compliance
• Address customer escalations and complex cases effectively

• Operational Management

• Own delivery against SLAs including Service Level Quality Accuracy CSAT and Productivity
• Ensure schedule adherence attendance compliance and productivity management
• Monitor realtime and historical KPIs including AHT Quality CSAT Conversion Accuracy and Compliance
• Support workload balancing during peak volumes (renewals open enrollment catastrophe events etc.)
• Partner with Workforce Management to align staffing schedules and capacity planning
• Manage operational readiness during peak periods such as renewals open enrollment or catastrophe events
• Address escalations exception cases and complex customer or carrier issues

• Reporting & Stakeholder Communication

• Prepare and maintain daily/weekly/monthly performance and compliance and trend analysis
• Communicate performance trends risks and action plans to leadership
• Participate in internal reviews audits and client or carrier meetings as required
• Support QBRs audits and business reviews with structured insights and action plans

• Financial & P&L Management

• Manage operating costs productivity and margins in alignment with budget and P&L targets
• Identify efficiency opportunities through process optimization staffing models and technology enablement
• Monitor shrinkage overtime and utilization to ensure cost control

• Continuous Improvement & Change Management

• Drive continuous improvement initiatives to reduce defects rework and complaints
• Support implementation of new insurance products regulatory changes and client requirements
• Promote a culture of accountability quality and customercentric service

• Key Performance Indicators (KPIs)

• SLA & Service Level attainment
• Quality & Compliance Scores
• CSAT / NPS
• Accuracy & Audit Pass Rates
• Productivity / AHT (program dependent)
• Attendance & Schedule Adherence
• Team Attrition & Engagement
• Financial performance vs. budget