Job Summary

We are seeking an experienced Team Coach to join our Life business. The ideal candidate will play a pivotal role in supporting sales efforts by driving pre-sales operations, managing a team of agents, collaborating with cross-functional teams, and delivering innovative solutions to potential clients. This role involves managing the pre-sales lifecycle, engaging with stakeholders, and optimizing customer acquisition strategies to achieve business goals.

Role and Responsibilities

●      Driving the Key Performance Indicators of the team, viz CSAT scores, Service Levels, Average Handling Time, Talk Times,

●      Productivity, Absenteeism, Schedule Adherence, etc.

●      Ensure the team as a whole exceeds all metrics, SLAs, and benchmarks.

●      Ensures all customer queries on calls and emails are responded to within the defined TAT.

●      Ensuring appropriate handling of escalations and judicious utilization of financial & non-financial authority for authorizing – reversals.

●      Team building & motivating assigned agents towards sustained achievement of performance standards and Unit goals and ensuring minimal absenteeism, productivity leakages and attrition.

●      Ensuring assigned teamʼs compliance to laid down processes and guidelines

●      Point of contact between Team and Management

●      Partner with the Quality team to hold calibration sessions. • Create a culture which encourages each individual to have the passion to deliver exceptional service.

Qualification

●      Graduate with 1+ year of experience in the Life process at Acko Insurance.

●      Experience in email handling, Hands on experience on ticket management tools, preferably on Freshdesk (would be an added advantage)

●      Proficient in MS Office, MS Excel, MS PowerPoint.

●      Demonstrates a proficient knowledge of email etiquette.

●      Strong coaching abilities - takes responsibility for coaching people to drive excellent Customer experience.

●      Analytical and out of the box thinker.

●      Good interpersonal skills.

●      Excellent communications skills – written and verbal for English language and only verbal for Hindi language.