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Primary Responsibility Handling Contact Center (Life Policy Admin & Claims) for a US based client. Performance Parameters Process performance – as per agreed SLAs/ KPIs Quality and AHT Improvement Customer Satisfaction Level of subject matter expertise Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements. Provide coaching and feedback to team members to enable them to improve their performance. Assist new hires such that they are productive on the floor in the shortest possible time frame. Handle escalations/ Supervisor calls Provide inputs on process and system to the team members. Client Interaction, where required at the level of Supervisors. Ensure compliance with internal policies and procedures, external regulations and information security standards. Conduct Reward and Recognition ceremonies along with other engagement activities Prepare and propose plan for attrition control and employee development Competencies & Skills Good experience in handling contact center operations Good comprehension and proficient voice skills High level of computer proficiency. Coaching and Feedback ability. Clear written and verbal communication. Has a bias for action. Superior Implementation Intellectually agile and analytical Operations Management Makes the Client the compelling focus of the business Wins the talent war through effective people management Values & Behavior Customer Service Orientation. Quality Orientation. Empathy for effective on the job coaching and feedback.