Team leader - operations

Key Responsibilities

People & Performance Management

• Lead, coach, and monitor a team of insurance agents handling inbound/outbound calls, emails, and chats
• Conduct regular one-on-one coaching, performance reviews, and corrective actions as required
• Support agent skill development on insurance products, underwriting basics, claims processes, and customer handling
• Drive engagement, morale, and succession planning and retention within the team
• Set clear expectations and accountability for KPIs, behavior, and compliance
• Conduct regular performance calibrations, coaching reviews, and talent development planning

Insurance Operations & Compliance

• Ensure adherence to insurance regulations, licensing requirements, HIPAA, PCI, and data-privacy standards (as applicable)
• Oversee and Reinforce compliance with scripts, disclosures, call flows, documentation and audit requirements
• Escalate regulatory, compliance, or risk concerns to management promptly
• Partner with Compliance and QA teams to address audit findings and reduce regulatory risk through coaching and corrective action

Quality & Customer Experience

• Ensure consistent delivery of accurate information related to policies, coverage, billing, endorsements, and claims
• Partner with QA to improve call quality, documentation accuracy, and regulatory compliance scores
• Drive first-call resolution (FCR) while maintaining accuracy and compliance
• Address customer escalations and complex cases effectively

Operational Management

• Own delivery against SLAs including Service Level, Quality, Accuracy, CSAT, and Productivity
• Ensure schedule adherence, attendance compliance, and productivity management
• Monitor real-time and historical KPIs including AHT, Quality, CSAT, Conversion, Accuracy, and Compliance
• Support workload balancing during peak volumes (renewals, open enrollment, catastrophe events, etc.)
• Partner with Workforce Management to align staffing, schedules, and capacity planning
• Manage operational readiness during peak periods such as renewals, open enrollment, or catastrophe events
• Address escalations, exception cases, and complex customer or carrier issues

Reporting & Stakeholder Communication

• Prepare and maintain daily/weekly/monthly performance and compliance and trend analysis
• Communicate performance trends, risks, and action plans to leadership
• Participate in internal reviews, audits, and client or carrier meetings as required
• Support QBRs, audits, and business reviews with structured insights and action plans

Financial & P&L Management

• Manage operating costs, productivity, and margins in alignment with budget and P&L targets
• Identify efficiency opportunities through process optimization, staffing models, and technology enablement
• Monitor shrinkage, overtime, and utilization to ensure cost control

Continuous Improvement & Change Management

• Drive continuous improvement initiatives to reduce defects, rework, and complaints
• Support implementation of new insurance products, regulatory changes, and client requirements
• Promote a culture of accountability, quality, and customer-centric service

Key Performance Indicators (KPIs)

• SLA & Service Level attainment
• Quality & Compliance Scores
• CSAT / NPS
• Accuracy & Audit Pass Rates
• Productivity / AHT (program dependent)
• Attendance & Schedule Adherence
• Team Attrition & Engagement
• Financial performance vs. budget