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.
  
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