US Insurance voice process ||TM/SDM ||

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 satis...