Operations Supervisor

About the role

We are looking for an Operations Supervisor to lead our insurance customer service team, ensuring service level agreements and quality standards are met across voice, email and chat channels. The role focuses on delivering an excellent experience for policyholders and prospects while coordinating with internal departments.

Key responsibilities

• Supervise a team of 15–20 Customer Service Representatives handling inbound/outbound calls, emails, and chats.
• Monitor performance against KPIs such as AHT, FCR, CSAT, adherence, and quality scores.
• Conduct call calibrations, coaching sessions and provide floor support.
• Ensure compliance with insurance regulations, data privacy and company policies.
• Handle escalated customer complaints and guarantee resolution within defined TAT.
• Coordinate with Claims, Underwriting and IT teams for issue resolution and process improvements.
• Prepare daily and weekly performance reports and present insights to management.
• Identify training needs and work with L&D for agent upskilling.

Required profile

• Master’s or Bachelor’s degree in Business Administration, Commerce or equivalent.
• 5–7 years of contact‑center experience, with 2–3 years in a supervisory or lead role.
• Prior experience in an insurance company is mandatory.
• Strong knowledge of insurance products such as Motor, Health, Travel and Life.

Required skills

• Proficiency with CRM tools.
• Advanced MS Excel skills.
• Experience using contact‑center platforms.