Job Description

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.
  • Conduct regular...

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