Basic Function:
- Manage team handling Inbound Calls for policy servicing & updating client system with changes required for multiple insurance policies.
- Support client’s strategy by driving service excellence through effective management of an inbound customer contact centre team, across multiple brands and products
Essential Functions:
- Manage teams and ensure Service Level and quality targets are met
- Collaborate with client’s Partnering Performance team to relentlessly deliver solutions that will serve evolving customer needs and drive an exceptional customer service culture
- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
- Monitor team performance and display a clear level of understanding of all performance reporting
- Assist new hires such that they are productive on the floor in the shortest possible time frame
- Provide coaching and feedback to team members to enable them to improve their performance
- Provide inputs on process and system to the team members
- Manage the team’s adherence to rostered schedules through real time monitoring
- Ability to manage difficult conversations, irate customers and escalations
- Client interaction, where required at the level of supervisors
- Effectively manage queue and balancing of work loads
- Motivate team members, manage absenteeism and attrition by building a resilient, engaged team, with a culture of innovation and continuous improvement
- Leads and advocates change when necessary, supporting positive outcomes from change, including supporting the team through change
Skills:
- Knowledge of the function, process and systems
- Attention to detail while reviewing tasks/instructions, preparing monthly reports, reviewing process performance etc.
- Team management, Coaching and feedback ability
- Excellent written and verbal communication
- Knowledge of the Insurance industry
- Excellent comprehension skills – read and interpret business requirements
- Working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook
- Planning skills - ability to prioritize tasks and deliver per deadlines
- Adherence to EXL and client policies, code of conduct
- Efficient with Time management
Education Requirements:
- Graduate with at least fifteen (15) years of education in any discipline
Work Experience Requirements:
- Minimum 2-years’ experience in Leadership role in BPO voice operations; Insurance experience preferred
Skills Required
- Graduate with at least fifteen years of education in any discipline
- Minimum two years of experience in a leadership role in BPO voice operations
- Insurance industry experience
- Knowledge of contact center functions, processes, and systems
- Team management, coaching, and feedback skills
- Excellent written and verbal communication skills
- Ability to understand and interpret business requirements
- Working knowledge of Microsoft Office, including Excel, PowerPoint, Word, and Outlook
- Planning, prioritization, and time management skills
- Attention to detail when reviewing tasks, instructions, reports, and process performance
EXL Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about EXL and has not been reviewed or approved by EXL.
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Healthcare Strength — Medical plan options include HSA, HRA, and PPO choices, with additional health-related programs such as disability coverage and an employee assistance program. Feedback suggests these options provide meaningful flexibility and coverage breadth for many roles.
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Leave & Time Off Breadth — Up to 20 days of paid time off, plus federal holidays and paid sick and safe time, are highlighted. Feedback suggests this leave structure is a notable benefit alongside core compensation.
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Retirement Support — A traditional and Roth 401(k) with up to a 3% company match and full vesting after one year is described. Feedback suggests this match and vesting timeline help bolster long-term savings.
EXL Insights
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
