Careers

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.